Infrastructure Analyst-24/7

Employment Type
Full time
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Role Purpose

To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients.

You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients – Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.


Key Responsibilities

Managing incidents, requests, problems and changes
Pro-actively monitor the Acora Event Management system, triage and where appropriate escalate cases to ensure the highest levels of service
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes
Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Providing 1st and 2nd line remote support
Recording and maintaining the knowledge and known error database
Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
Following agreed processes and contributing to their continual improvement

Skills and Experience

At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
Technical knowledge of and previous experience of supporting Windows Server Systems
Technical knowledge of and previous experience of supporting Office 365/Office Applications
Technical knowledge of and previous experience of supporting messaging infrastructure and cloud platforms
Technical knowledge of and previous experience of supporting Virtualisation
Knowledge of Networking (firewalls, Routers and switches)

For more information about this position, please email and include a copy of your CV

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