2nd Line Service Desk Analyst

2nd Line Network Service Desk Analyst
6 months+
£25 per hour (ish) pay
Cardiff - all on site

Candiates must be willing and eligible to go through SC clearance for this role

I am recruiting a 2nd line Network Serivce Desk Ananlyst for a client of mine who are an IT systems integrator operating within the UK defence sector

Job Dimensions
Provides Monday-Friday day coverage across data technologies for PSBA contract. Raising & progressing faults/issues via the fault management system, engaging support teams as required. Updating/liaising with customer/users as required. The individual will be responsible for providing professional technical customer service utilising appropriate tools resolving incidents in timely and professional manner.

What I'll be doing - your accountabilities
* Highly professional customer service interactions
* Create and maintain knowledge management
* Close the loop with escalations and complaints
* Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
* Provide SME function for customers and customer solutions
* Perform technical diagnostics and resolve incidents at first point of contact where possible
* Train members of the team on new products/services
* Lead role on products/services, providing high level of technical expertise to customers both internal/external
* Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager

The skills you need
* Excellent communication skills - Verbal/Written
* Excellent customer service skills
* Excellent IT literacy
* Capability to achieve Cisco CCENT level accreditation or equivalent
* Ability to resolve issues in a timely fashion but also to update knowledge/questions for the rest of the team
* Proactively manage customer interactions and escalate as appropriate
* Own and resolve of complex customer issues with little management support
* Display role model behaviours within the roles and responsibilities of your role

Desirable
* CCNA
* ITIL V4