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3rd Line Support Analyst - Helpdesk - Nationwide Group job in Knutsford

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Job Ref:  204695807
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Knutsford
Post Code:  WA16
Salary:  £25000 - £35000/annum plus significant bonus
27/09/2016 03:42
Bridgewater Resources UK are recruiting on behalf of a nationwide group of companies whose reputation is unrivalled within its marketplace. Our personalised and professional service has allowed us to build strong, fruitful and continued relationships and we are proud to have been working with the group across the UK and Ireland for a number of years.

Their Service Centre in Knutsford is now looking for a Technical 3rd Line Support Analyst to work with the business systems helpdesk team to assist in the daily support of computer systems and procedures.

The Company

With the annual turnover exceeding £1 billion, the company continues to grow through acquisitions and the high-quality service they provide to their clients. They pride themselves on building long-lasting relationships with their customers, suppliers and employees. They currently employ over 4,500 people across the country and with continued growth this number continues to expand.

Our client offers outstanding opportunities for professional development within a commercial environment. You will receive the necessary skills, knowledge and training you need to become successful within the company. We have had great feedback from candidates we have placed throughout the UK, many of whom have progressed within the business.

The Role

As a Technical Third Line Support Analyst your responsibilities will include:

* Answering and accurately recording support calls over the telephone or in person from users of the company's bespoke computer systems and procedures
* Monitoring / chasing outstanding problems, ensuring the user is aware of the progress of their call
* Providing guidance to users on system functionality
* Maintaining an understanding of company procedures (SPI's)
* Providing a technical point of escalation for colleagues
* Supporting users over occasional, scheduled stock-takes via mobile phone
* Assisting users via mobile phone support
* Assisting with the development and maintenance of user documentation
* Raising system requests and forward to the appropriate Project Manager
* Raising system fault reports and forwarding them to the Project Office
* Advising on matters affecting the technical configuration of the hardware, operating systems and software in use across the company
* Monitoring systems for security, availability and performance
* Identifying and proactively managing risks relating to computer systems
* Management of all the company's core and project based infrastructure

Essential Technical Skills

* Extensive experience of maintaining Head Office IT infrastructure: Microsoft Active Directory, print services, Exchange, SQL and network attached storage
* Extensive experience of troubleshooting email delivery issues
* Extensive experience of maintaining routers, firewalls & VPN's
* Extensive experience of backup and restore technologies
* Knowledge of IT Security technologies and platforms
* 5+ years' experience of operations support

Desirable Technical Skills

* Experience of virtualisation technologies
* Experience of IIS
* Experience of Linux
* Experience of software licensing compliance
* Experience of configuration management
* Knowledge of IOS and Android platforms
* Knowledge of ITIL

Essential Professional Skills

* Cheerful and enthusiastic 1st line call logging
* Logical and patient desk-side support
* Thorough, methodical, systematic, analytical, point of escalation for technical issues
* An ability to identify opportunities for process improvement
* Strong organisational and time management skills
* Implementation planning skills
* Excellent written and oral communication skills
* An ability to contribute to detailed systems architecture documentation
* Knowledge of Business Continuity and Disaster Recovery Planning
* An awareness of emerging technologies


* Salary of £25,000 - 35,000, supplemented by an annual bonus scheme
* Free car parking
* An on-site canteen with free lunches available
* A supportive and friendly working environment
* Central Knutsford location
* Optional membership of the company pension scheme


If you think that you have what it takes, progress your career today by submitting your CV and a covering letter to Bridgewater Resources UK.

Bridgewater Professionals have successfully placed professionals within a wide range of sectors throughout the UK. We recruit highly skilled individuals at all levels and place them in careers that reflect their expertise
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