2nd Line Infrastructure Analyst

2nd Line Infrastructure Analyst (24/7 Shifts) Event and Incident

Milton Keynes

SC Cleared

6 Months

£225 a day

The 2nd Line Support Analyst will join a dedicated customer Event and Incident Management Support team in Milton Keynes covering 24/7 shifts. You will focus on remotely resolving incidents, increasing the first time fix rates and reducing service effecting incidents to the customers end users.

Shift Pattern:

12 hour shifts 4 night shifts (7pm-7am) followed by 4 days off > 3day shifts (7am-7pm) followed by 3 night shifts and then 4 days off > 4 day shifts followed by 6days off and the patten repeats

Main Responsibilities

Technical 80%

* Call and incident Management

* Respond to service calls and resolve incidents to ensure SLA targets are achieved

* Increase the First Time Fix rate

* Adhere to escalation procedures

* Assist with technical escalations for other team members

* Monitor call queue and follow up with specialist support teams for resolution

Administration 20%

* Contribute to and use the sites procedure file

* Participate in team and sector meetings

The Ideal Candidate

Skills Required:

Essential:

* Demonstrable experience of resolving incidents for multiple customers

* Good working knowledge of current software packages

* Good working knowledge of operating systems

* Good understanding of IT infrastructure

* Ability to resolve incidents in the server environment/operating systems used by the customer

Desired:

* Some experience in a 2nd Line Support capacity or 2nd Line Wintel Services support roles

* Previous experience in IT event management

Send me your CV now and I will call you to discuss your situation and this role