2nd Line Support Analyst
Fixed Term, Full Time
Salary: £28,781 to £33,861 per annum
Location: Chelmsford
Closing Date: Tuesday 5th November 2024 at 11.59pm
Please note that this position is being offered as a 6-month Fixed Term Contract or Secondment.
The working style for this role is an Anywhere Worker but attendance in the Chelmsford office is required at least 3 days a week. Additionally, travel around Essex may be required as part of the normal range of duties, which can involve troubleshooting IT issues, manual labour, driving, collecting, and dropping off or picking up items such as laptops, monitors, servers, and discontinued kit.
Technology Services is focused on ensuring current and future investment in technology to maximise opportunities to support ECC from a technology perspective. Service Management is vital in ensuring TS Services are delivered to provide continuity of operation to agreed service levels in support of business operations.
The 2nd Line Support Analyst is responsible for progressing reported incidents that cannot be resolved at the first point of contact and require a higher level of technical knowledge and experience. Analysts will fix incidents within their capability and escalate when necessary.
Accountabilities
* Handle complex incidents requiring a high level of technical knowledge and involving multiple suppliers to restore services quickly and maintain service quality.
* Facilitate recovery to normal operation in complex service environments following incident resolution.
* Ensure that resolved incidents are documented and closed to support future service improvement.
* Analyze causes of technically complex incidents and inform service owners to minimize recurrence.
* Analyze metrics and reports on management process performance to support continual service improvement.
The Experience You Will Bring
Essential:
* Educated to A Level or equivalent in a relevant subject.
* Hold ITIL Practitioner level accreditation or equivalent professional qualification.
* Evidence of continual professional development to keep pace with technical and business changes.
* Experience in a 2nd Line Analyst/Engineering or Service Desk role, preferably within a large Local Authority or Service Provider.
Desirable:
* Track record of working within effective teams delivering high quality Service Management Services.
* Clear understanding of relevant ICT related standards including ITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301, ISO/IEC 20000, PRINCE2, and MSP.
* Good written, verbal communication, and customer service skills.
* Previous experience with ITSM tools, Windows 10, Active Directory, and Office 365 applications.
Please note that the job role requires mobility throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.
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