IT SERVICE DESK (OUT OF HOURS)ANALYST REF: AM

Descripción de la oferta de empleo

The IT service desk provide 1st and 2nd line IT support functions to Amey internal staff and external partners. About Amey Are you looking for an Out of Hours IT Analyst role? Here at our Matchworks office our Service Desk are the face of IT and we rely on them to provide outstanding customer service in all aspects of their work. The IT Service Desk are responsible for providing 1st and 2nd line IT support functions to Amey internal staff and external partners. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes  As an Out of Hours IT Analyst your working hours will be 38.5 per week. You will work on a 4 on 4 off shift pattern with rotating days and nights. Job Duties To help build on our image as the friendly and approachable face of IT To provide outstanding customer service To provide advice and assistance to our customers, partners and suppliers To act as the primary point of contact for all incidents and requests To ensure detailed and accurate information is captured at the first point of contact To provide initial troubleshooting and diagnostics capabilities To help maintain our strong first time fix rates To ensure incidents/requests are assigned to the correct technical resolver groups To prioritise and categorise incidents in line with our existing processes To assist in the handling and management of Major Incidents and outages To help identify incident trends To contribute to our ethos of continuous service improvement To promote a strong working relationship between the Service Desk, our technical resolver groups, partners and suppliers To escalate and liaise with Management, Internal and External support teams for potential high priority incidents during out of office hour shifts. To identify potential high impact issues and communicate a detailed account of impact to on call management as required. Qualifications and experience Qualifications A minimum of 5 GCSEs’ or equivalent, grades A-C (including English and Mathematics) Essential: 2 years’ previous experience working in a busy IT Service Desk environment. Demonstrable experience of delivering outstanding customer service under pressure. Desirable: ITIL v3 Foundation level qualification Vendor qualifications (Microsoft, CISCO, Citrix) Technical competencies: An awareness of ITIL and common IT functions. A understanding of how IT can help facilitate business goal and objectives. Excellent organisational skills and an ability to multitask and prioritise. Excellent troubleshooting skills. Technical Must Haves  As Out of Hours IT Analyst you will have: A basic understanding of PC hardware Experience of remote assistance tools, including Microsoft Remote Assistance, RDP, Dameware and LogMeIn. Experience of supporting a Windows 7/10 desktop environment. Experience of providing support in a Citrix thin client environment (Citrix Receiver / Wyse). An understanding of basic networking principle (TCP/IP, DNS, WINS, DHCP). A good working knowledge of the Microsoft Office Suite () Salary As Out of Hours IT Analyst you will work on a 4 on 4 off shift pattern with rotating days and nights. Salary is to £24k plus 24 days holidays, pension, and access to a range of savings.  
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Detalles de la oferta

Empresa
  • Ferrovial
Localidad
  • Sin especificar - Sin especificar - ES
Fecha de publicación
  • 31/12/2019
Fecha de expiración
  • 30/03/2020
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