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3rd Line IT Service Desk Analyst

CCR Recruitment & Selection
Job LocationColchester
EducationNot Mentioned
Salary£36,000 - £42,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job TitleIT Service Desk Analyst - 3rd Line Salary - £36,000-42,000 Based on Experience, Plus BenefitsLocation - IpswichRole overviewMy client is leading fast growing organisation and due to growth require 3rd Line IT Service Desk Analysts, with responsibility for providing operational support and maintenance of 3rd line infrastructure services for both the corporate and customer IT environments, related specifically to server, storage, all aspects of networking and associated infrastructure software and services.Receiving, updating and managing escalated incidents from 2nd Line analysts, undertaking analysis, diagnosis and resolution within published SLA’s. Gather accurate information in the problem ticket so that it can be closed or escalated further.To be the 3rd escalation point for all customers and Support Teams, to provide technical support for server infrastructure and LAN / WAN networks for external customers, assisting them through onsite support and consultancy following the reporting of incidents, faults and queries.Take ownership of assigned problem tickets, update and communicate progress to the customer and internal management teams in a timely, professional and proactive manner. Work closely with the Service Desk, Infrastructure Management and Incident Management teams.Always demonstrate best practice customer service principles in line with ITIL, be an integral member of the busy Service Desk Team and develop trust relationships with all colleagues across the business and Group.The post holder will fulfil all tasks and work as part of a team. To meet the needs of the business, the post holder may be required to work in other areas as appropriate as directed by their line manager.Role Specific Tasks

  • This post is the escalation point from 2nd line support for queries or issues that require infrastructure support and triage due to complexity of the technology challenges presented.
  • Accurately capture and process customer support requests to the agreed standards using the company ITSM tool.
  • Ensure all customers are proactively communicated with in line with company guidelines, management principles and adhere to company’s SLA’s within an ITIL Framework.
  • Answering incoming calls and acknowledging emails in a timely manner.
  • Assist with the Incident Management team, where appropriate, in identifying and resolving Major / P1 / P2 incidents, gather full information and escalate where required.
  • Liaise between the Incident Management, Infrastructure Management and Service Delivery Teams. Consulting on infrastructure problems and provide suitable networking solutions across teams
  • Troubleshoot and attempt to fix faults within designated parameters.
  • Monitor, update and escalate tickets received by email to the next level if appropriate.
  • Proactively monitor all outstanding tickets to ensure those that can be, are closed.
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the call logging system and maintain full documentation on the companies CRM tools ensuring consistency and accuracy of all customer data. Maintain a log of any software or hardware problems detected within the company’s designated knowledge base.
  • Respond to enquiries from clients and help them resolve and hardware or software problems
  • To resolve all IT issues with a professional manner updating the knowledge base articles as appropriate
  • To be part of the IT "out of hours" rota fixing business critical (Major P1/P2) faults either remotely or on site as necessary, whilst achieving the SLA
    • Essential Key Skills
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows Server 2012 to present, Azure and Exchange Server 2010 to present
  • Excellent knowledge of Microsoft server and client operating systems including Active Directory, Remote Desktop Services, File & Print Sharing, Group Policies, WSUS and DNS/DHCP etc.
  • Deep understanding of Microsoft collaboration stack including Microsoft 365, Exchange, Teams & SharePoint Online
  • Experience conducting migrations such as Microsoft Exchange to Office 365
  • Experience in networking both converged LAN and WAN including firewall, router and switch technologies. Understanding of VLAN’s, firewall rule sets
  • VPN, MPLS and Remote Access technologies
  • Virtualisation using VMWare ESXi and/or Hyper-V platforms
  • Experience with WIFI technologies such as Ruckus, Cisco or similar
  • A good understanding of current network topologies.
  • Excellent telephone manner and interpersonal communication skills.
  • Excellent troubleshooting skills.
    • Desirable Skills
  • A good working knowledge of PSA and RMM tools such as Autotask and Datto (AEM) or similar
  • A good working knowledge of OSX and UNIX/Linux
  • A Microsoft certification such as an MCSE is desirable
  • A Cisco certification such as CCNA or CCNP is desirable
  • ITIL V3 or V4
  • Other industry standard qualifications are advantageous
    • Required skills
  • Technical Support
  • 3rd Line Support
  • IT Helpdesk Support
  • Technical Support 3rd line
  • IT Engineer 3rd Line

    • Keyskills :
    Technical Support 3rd Line Support IT Helpdesk Support Technical Support 3rd line IT Engineer 3rd Line

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