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  » Posted on: 25-01-2019

Position or Job Title 1st Line Support Analyst
Company CV-Library Ltd
Recruiter Reference itjobspost/209394194
Position Location (City) Otterbourne, Hampshire
County/Area Hampshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
Job Title: 1st Line Support Analyst Location: Otterbourne, Hampshire Job Type: Full-time, Temporary (12 Weeks) to Permanent Monday to Friday 9-5 Overview As a 1st Line Support Analyst, you will share responsibility for the successful administration of the Service Desk’s 1st tier operations and ensuring its function meets or exceeds exacting standards for service support as defined by service agreements. Reporting to the Primary 1st Line Analyst the role has responsibility for maintaining the interface between customers and IT operations and for providing a single point of contact for all service affecting requests and incidents. Working within a team of service specialists a 1st Line Analyst will develop and operate systems for detecting, recording and resourcing service affecting incidents and seek measures to expedite the fulfilment of requests and minimise the effects of incidents of service degradation and interruption. Responsibilities * To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation * The proactive detection, recording and escalation of problems, ensuring management is kept fully aware of key issues and their status * To develop knowledge and processes for the support of new systems and services * To achieve and exceed Service Desk Service Level Agreements * To carry out investigations to identify trends, problems and areas for systems/process improvements * To resolve an agreed proportion of requests and incidents and progress remaining tickets to appropriate 2nd, 3rd line teams and/or 3rd party organisations * To reduce the impact of service affecting incidents and problems and ensure an appropriate and timely response to all reported issues Skills & Experience Essential Qualifications: * ITIL Practitioner or Foundation certified * Advanced level education (or higher) * One or more professional qualifications from leading solution providers: Microsoft, Cisco, Citrix, VMware, Oracle, etc. Desirable: * Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA Experience * Appropriate level experience of a busy 1st tier Service Desk operation * Good application support experience with a proven ability to learn new and complex software applications * Ability to work under pressure and deal with several problems simultaneously * Demonstrable understanding of the ITIL Service Management framework and an appreciation of the complimentary quality standard ISO/IEC 20000. Due to the high volume of applications we receive if you have not heard from us within 7 days then your application has been unsuccessful. We will keep your information on our database and will be in touch should other suitable opportunities become available. Maloy & Flynn Recruitment is an equal opportunities employment consultancy for both temporary and permanent positions in Sales and Marketing, Engineering, Construction, Head Office Support, Administration, Apprenticeships, Customer Services and Call Centre. Please refer to our website for more opportunities

Required Skills
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Nice To Have Skills
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Required Qualifications
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Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
Start Date Required Experience
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Required Education