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2nd Line Support Analyst (DV Cleared)
|Job Title||2nd Line Support Analyst (DV Cleared)|
|Sectors||Government, Public Sector Jobs|
|Job Published||about 1340 days ago|
|Who to Contact||Joanne Stanley|
We require a 2nd Line Support Analyst (DV Cleared) for a 12 month contract role based on a client site in London to commence January 2014.
Essential skills/experience required:
Previous experience of configuring and troubleshooting HP & Compaq workstation and server hardware.
Proven ability supporting a desktop environment with good team working/analytical skills
MS Office suite knowledge with Windows 7 O/S.
Experience of backup strategies and messaging services, security technology encryption.
Experience of other enterprise environments including:
MS Windows 2008/3/0 Server
MS Exchange 2003
MS Vista 7 & 9 O/S
The post is responsible for:
To attempt a technical first-time-fix on all incidents which are logged with the Client's Service Desk as well as those sent to the Service Desk's second line, achieving at least an 85% fix rate.
To liaise with the end users who have reported Service Desk incidents and/or requests, ensuring all incidents are updated in a timely fashion.
To provide updates to the end users of progress on their incidents every 24 hours.
Using system analysis tools to monitor system performance and to proactively highlight and investigate potential issues.
Using system management tools to investigate, diagnose and resolve problems
To provide technical support, via the telephone, email, remote access and occasionally on site visits if required. Full recording of actions taken and solutions provided will be entered into the appropriate Toolset as provided
To provide second level support to incidents escalated from Service Desk First Line.
To actively contribute Knowledgebase articles, recording Known Errors and key resolutions.
Use system administration tools to investigate, diagnose and resolve complex and/or high risk problems to maintain service level agreement levels, referring to users, other staff, the Service desk and suppliers as necessary.
Analysis of consistent problems and provision of long term pro-active fixes.
Provide resource to implement change requests onto live systems when changes are released from testing into the production environment. The analyst will be required to contribute to Request for Change analysis, analysing the required change and any impact it will have on the live system.
To cascade/share/transfer your knowledge and experience to fellow team members.
Desirable skills would be any: ITIL Foundation Certificate, any SQL or SharePoint.Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
Ref: 45319/001 | Published: 23rd Dec 2013
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