2nd/3rd Line Support/Tech Lead

Asset Resourcing Limited ,
Potters Bar, Hertfordshire
More Details
Job Type: Full-time
Salary: £35,000 per annum

Overview

Our client is ais fast-growing IT and Communications solutions provider, based in Potters Bar, delivering excellent customer service. We are currently looking for a 2nd/3rd Line Support Analyst to join our Service Desk. Responsibilities and Duties - Deliver excellent service, exceeding the customer expectations wherever possible - Provide First Time Fixes for incidents wherever possible - Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA - Keeping Customers informed on at all time on status and progress - Participate in the process defined Incident, Change and Problem Management - Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction - Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated - Deliver and maintain vendor management on behalf of the customer - Support and mentor 1st Line Analysts, sharing knowledge and ideas - Business process awareness - Drive the customer experience by executing the defined service desk process - Perform Operational Checks on customer estates to ensure availability & Performance for core daytime operations Qualifications and Skills - Industry recognised qualifications - MCP, MCSA, MCDT, MCSE, CCNA, CCNE, ETC. - Excellent oral and written communication skills with the ability to communicate effectively at all levels - Clear and Polite telephone manner - Rapid and accurate data entry skills - Ability to take ownership of and progress tickets to resolution - Good Technical Aptitude - Excellent social skills with the ability to establish and maintain good/ productive relationships - Ability to display a logical and methodical approach to problem solving - A passion for providing exceptional customer service even during period of stress and pressure. - Experience of working in a team - Passionate, professional, with a 'can-do' attitude at all times - Experience as an analyst within a similar role. Desirable -DDNS, DHCP - Exchange - AV, Web, and Email Scanning solutions - VMWare - Citrix - Linux - Cisco telephone Systems - Hardware troubleshooting of both desktop and server hardware - Application support of Microsoft Office, and common windows applications from vendors such as adobe sumac, McAfee etc About the person A highly analytical, dynamic and confident leader. Experience of working in a complex multi-vendor service management environment. Excellent communicator and negotiator who is comfortable operating at senior stakeholder level. Ability to lead technical programs. Professional appearance and demeanour. Being able to demonstrate gravitas with immediate team, internal stakeholders and external clients. Excellent interpersonal skills with the ability to develop and maintain relationships. Comfortable dealing with pressure. Willingness to travel to client sites. An articulate team player that is patient and adaptable

People also viewed