Managed Service Support Analyst

Job Category:
Analyst (Business/Systems)
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
Belfast
Location:
City
Salary Description:
Competitive salary offered
Posted:
12/06/2019
Recruiter:
Capita
Job Ref:
715562781

Role Overview

Working as part of the AMT-SYBEX Support Services team this role involves providing 1st/2ndLine support to various client organisations using our solutions.

The role will include:
*

Logging incidents received directly from end users via phone and email into our Incident Management System.
*

Provide 1st and 2nd Line diagnosis and resolution
*

Progression and Resolution of Incidents, with escalation to 3rd line support and external 3rd parties including Suppliers if required.
*

Proactive application checks & system monitoring
*

Ensure customers are kept updated on progress of reported incidents
*

Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
*

Mentoring/coaching members of the team
*

Work in accordance with AMT-SYBEX policies, procedures and standards
*

Work to an agreed rota based shift pattern - e.g. 6:30am to 3:00pm, 7:30am to 4:00pm, and 9:00am to 5:30pm.
*

Release and Configuration Management
*

Optional out of hours work

Responsibilities & Activities
* Demonstrable IT experience with experience in a 2nd line role supporting a number of the technologies listed below.
*

Troubleshooting; ability to analyse and resolve issues.
*

Strong communication skills and the ability to converse effectively using technical and non-technical terms
*

Excellent customer service skills
*

Good technical knowledge of Windows and Linux operating systems
*

Good technical knowledge of Microsoft SQL and Oracle database technology and query tools
*

Previous experience of working in a customer facing technical role

Desirable Skills & Experience:
*

Exposure to mobile working hardware (PDAs, Toughbooks, Smart Phones) and/or software.
*

Experience of using application server middleware (e.g. JBoss, Websphere, IIS, etc.)
*

Exposure to development languages such as Java
*

Exposure to Windows 365 applications
*

ServiceNow Helpdesk system
*

ITIL Foundation

Training:

AMT-SYBEX Ltd will provide the following training:
*

Proprietary Software training
*

Service desk call handling training
*

ServiceNow Helpdesk system
*

ITIL Foundation

Additional Information

NB: Any offer of employment is subject to right to live and work in the UK, satisfactory business references, and vetting checks to include an Application to Access NI (Basis Disclosure) to facilitate Baseline Personnel Security Standard (BPSS) and/or Security Clearance (SC) to fulfil our compliance to our Client's Contractual requirements.

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Contact Details:
Capita
Contact: Contact

You may return to your current search results by clicking here.

Latest Job Listings