Service Desk Analyst

Service Desk Analyst

Salary: £32,000

Full time permanent

Location: Newport, Wales

Security Clearance Level SC required (Or willing to undergo Security Clearance)

The Role

We are looking for results-oriented IT professionals with an interest in technology and desire to develop their long-term careers within Sopra Steria.
This is a 1st Line opportunity where you will support our customer's cloud infrastructure through providing advice and mentorship on issues. You will work within established processes, procedures and guidance, providing a range of support services to an agreed standard. We work a 7.5-hour weekly shift rotation covering a 7am-7pm, Mon-Fri service. This role will move to a 24x7 shift pattern in 2022. The role must be based on-site due to security restrictions with the environment.

Key responsibilities:

  • Supervising the cloud platform
  • Executing security scans on the platform
  • Solving/closing 1st level incidents and re-assigning to 2nd line support were vital
  • Document of actions when closing tickets so that relevant quality inspections and service improvement can be carried out

Required skills
You need to have:

  • Experience of tools, techniques and methods associated with 1st/2nd line support
  • Demonstrable experience of working as a Support Analyst on small to medium support environments
  • Ability to investigate and analyse problems and queries
  • Monitor service against service level agreements
  • Experience with any DevOps tools
  • Experience with Agile, Safe, Scrum methodologies
  • Experience with virtualisation technologies (HyperV, Citrix & Scvmm)
  • Knowledge of Jenkins, Jira, Mattermost
  • Knowledge of automation (such as Ansible, Cloudforms)

It would be great if you had:

  • Experience of Cloud or Infrastructure management

If you are interested or would like to find out more then please get in contact.