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Place of work: United Kingdom, Berkshire, Buckinghamshire and Oxfordshire
Type of job contract: for an indefinite period, full-time

Required education:
Offered salary: 23,827.00 GBP / yearly
Number of positions: 1

Working area

Machine operators and assemblers
   Metal- and mineral-products operators
        Cement and other mineral products operators

JOB DESCRIPTION:

An excitiing opportunity has arisen for a 2nd Line Support Engineer to join a fantastic company based in Theale, Berkshire. *Must be willing to work a shift pattern of 4 on 4 off. Key Skills & Experience for a 2nd Line Support Analyst: Service desk Experience *Advanced knowledge of Microsoft Office applications such as Word, Excel, PowerPoint & Visio. *Excellent Communication skills, both written and verbal. *Team Player with strong interpersonal skills. *Able to create process documentation. *Good knowledge of SharePoint and SharePoint administration experience. Desirable Skills: *Experience in the use of Avaya CMS tool. *Advanced knowledge of SM9, HEAT and OPT call logging tools. *Knowledge of Business Continuity planning. *Experience of working towards SLA s and KPI s, and demonstrable understanding of how this can be achieved and/or corrected. *Accreditation in ITIL Foundation V3. Responsibilities for a 2nd Line Support Analyst: *To respond to all customer requests for service into the Service Desk, logging each incident on the appropriate call-logging application. *To try and "first line fix" the call within the Service Desk using any gained technical skills. If this is not possible, to then assign the call onto the appropriate resolving agency. *To manage each incident as effectively as possible until a satisfactory resolution has been agreed. *To maximise the number of incidents closed and to minimise the number of incidents open. *To escalate any major incidents onto the Service Desk Manager and/or Incident Manager. *To escalate any outstanding incidents with the appropriate supplier and/or 3rd party group. *To work on a shift pattern across the year 24*7*365, supporting all appropriate support contracts both in-hours and OOH. *To proactively identify opportunities where the Service Desk can delight the customer. *To assist in any project work and/or ad-hoc requests for support from the Service Desk Manager. *To act as the Duty Supervisor when working OOH shifts with the 1st line team and in-conjunction with an on-call Duty Manager for support. So if you are a Service Desk Analyst looking for a new challenge and have the above skills/experience then please apply today!

Work hours:

  • Without entering work hours

Requirements




source: https://www.ec.europa.eu/eures

  
     


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