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Service Desk Analyst Tier 3 – Senior Technical Support Engineer job in Solihull

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Job Ref:  204661915
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Warwickshire
City:  Solihull
Post Code:  B91
Salary:  £30000 - £32000/annum £32,000
11/10/2016 08:58
Healthcare, pension (3%), flexi-benefits, On-Call, Overtime, 31 Days holiday, Training, courses & certifications paid for.

Main Purpose of Job:
As a member of the escalation team, you will play a key role in the delivery of World Class technical support for the business and its customers, by achieving exceptional customer satisfaction and a personalised service.
This position requires strong troubleshooting, problem-solving and technical skills. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction with aim to deliver service to agreed SLAs. This often may be under challenging conditions. You will also be required to mentor staff within the support department. You will act as an escalation point within the team, assisting staff with technical troubleshooting and root cause analysis.

Service Desk Analyst Tier 3 - Senior Technical Support Engineer
Technical Experience
Several years of experience in troubleshooting relevant, common technologies such as:
• Microsoft Windows Operating Systems inc. Active Directory, Group Policy.
• Virtualisation (e.g. VMware, MS Hyper-V)
• Enterprise Storage (e.g. Netapp, Dell EqualLogic)
• Microsoft Exchange.
• Networking (basic configuration of firewalls, routers and switches)
• Citrix.

Service Desk Analyst Tier 3 - Senior Technical Support Engineer
Key Responsibilities:
In this role, you will be required to
• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Support Services function.
• Effectively manage and work major incidents including the documentation of the incident on a Major Incident Report (MIR). Ensure exceptional customer communications during business down situations and complete root cause analysis, making recommendations that prevent reoccurrences.
• Act as a point of escalation within the department for technical issues, working alongside and feeding back resolutions to staff who escalate cases.
• Work with your colleagues within the Service Desk to effectively monitor customer systems and network performance, answer incoming calls, process alerts and manage Incidents and Service Requests.
• Contribute to the company knowledge base and document known issues/how to's that enhance the service the company provide.
• Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their Incident, Service or Change Request.
• Provide a World Class level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process/Systems improvement opportunities within the department
• Follow agreed processes and contribute to their continual improvement - assuming responsibility for some of their entirety.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Work from, or travel to customer sites to provide extended support services to the customer beyond that provided from our offices, as required.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either on-going or potential issues that would adversely affect a customer. Take ownership of Problem Cases, assigned to you with agreement from your Line Manager, and offer workarounds and permanent resolution to reduce recurrence of incidents.
• Maintain a level of technological competence which remains current and fit-for-purpose in your role, highlighting any training needs to your Line Manager where applicable.
• Develop over time a knowledge of our customers' businesses and organisation, including key users of technology and their needs.
• Deliver on your PAS goals and complete technical training to improve overall knowledge of the companies core and extended technology portfolio.
• To adopt and endorse the company's values (as above) and vision to be "game changing", across all aspects of the role at all times. To assist with providing a world Class service to our Customers
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Such additional tasks or projects as may be required by the Board or management team, in support of the Company's commercial objectives from time to time.
• Disaster Recovery / Business Continuity Plan (BS25999): to understand your role in the delivery of the company's business continuity objectives
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