IT Service Desk Second Line Analyst- BRISTOL
Our clients in Bristol is seeking an IT Service Desk Second Line Analyst to work as an integral part of the firms IT Department, which is split into the IT Service Desk team comprising of First Line and Second Line analysts and Document Support which provides all incident and problem support to the firm, and the IT Systems Support team who provide third line, third party supplier support to the IT Team.
*Hardware\Software Support Areas
*You will assist in supporting all:
*Blackberrys and Mobile Phones
*All Desktop software including:
*Microsoft Windows XP
*Microsoft Office applications
*Interwoven Document Management System
*Practice Manager Financial System
*Solcase Business Process Solutions
*Desk Telephones (Avaya)
*Digital Dictation Hardware and Software
*Support Call Administration
*Controlling and owning calls assigned to you from initial assessment through to resolution whilst ensuring the customer is keep informed of the situation.
*Escalating major incidents quickly and efficiently to the IT Service Desk Manager or to the nominated representative.
*Answering all telephone calls in a timely and professional manner.
*Answering all customer queries regarding the capabilities of IT Services.
*Escalate to third line support if all first line support options have been exhausted.
*To assist in first line duties as and when required.
*Maintain knowledgebase articles on known errors, workarounds and ongoing issues
*Educate the First Line Support Analysts in areas where they can improve the ability to achieve first time fixes.
*Liaise with third line support to assist in the resolution of problems
*Ensure the SLA's are met, escalating problems where necessary to the third line support or IT Service Desk manager where appropriate.
*Provide shift cover on-site Monday to Friday on a rotational basis during the following hours: 07:30-15:30 09:00-17:00 10:00-18:00
*Provide out of standard business hours support on a rotational basis. For this an additional premium will be paid.
*Be flexible in covering shifts during sickness or holiday.
*Providing on site support in remote offices as required
Knowledge, skills and experience
*At least five years experience working within a professional and busy IT Support Team.
*At least two years experience of working in a similar position
*Working experience of document management systems
*Working experience of ITIL processes and procedures
*Excellent understanding of Microsoft Windows operating systems and Office applications.
*Polite and considerate telephone manner
*Ability to work with people at all levels
*Excellent communication skills
*Willingness to go the extra mile to provide excellent customer service.
*High attention to detail
*Ability to work to a high level of accuracy and efficiency.
*Ability to remain calm under pressure
*Analytical approach to resolving problems.
*Commitment to customer service and support
*Excellent problem solving and troubleshooting skills.
*Strong planning and organisation skills with the ability to manage your own workload.
*Proactive approach to problem solving.
*To see support as a career not a job.
Contact TSR LEGAL for further information
Job Type : Permanent
Location : Bristol, Bath, Taunton
Salary : TO £25,000
Date Advertised : 06 Feb 2013
Sorry, this position is no longer available.
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