First Line Support Analyst

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First-line support analyst/Service Desk/Incident Analyst.

An exciting job opportunity has arisen for a Service Desk Analyst/ Incident Analyst to join well established blue chip organisation based at their prestigious customer sites in Erskine Scotland

Crucially, this is a hybrid working role.

Applicants must hold current sc clearance or be happy to undergo it. Furthermore, this is a British national-only role.

This is an entry-level position where training will be provided and is part of an exciting new project for our customers.

The first-line support analyst role is Monday – Friday 7.5 hour shifts between 7am-7pm working 37.5 hours a week. Also, working 1 weekend in 4 but getting the following Thursday and Friday off.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Firstly, provide a first-level fix/response for reported Incidents.
Secondly, complete request Fulfilment within Service Desk SLA.
Provide first-level response to Event Tickets.
Escalate High severity Incidents to Major Incident Management and Shift Commanders.
Support Major Incident Management by providing information on recent application changes and failover options at the outset of Incident reporting.
Collect log information to support Incident restoration and RCA process.
Additionally, work closely with the event management team in proactively resolving events before they become service-impacting.
Creation and ownership of application failover procedures.
Assist Event activities and develop skills to provide support for 2nd line resolution.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE, AND ATTRIBUTES

Basic knowledge of the Windows 10 operating system and associated technologies.
Some PC hardware awareness as well as fault diagnosis skills.
Furthermore, the ability to achieve SC security clearance.
Additionally, customer service experience is preferable.

So if you are a service Desk analyst /Incident management analyst looking for your next exciting role apply now.

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