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
