2nd Line IT Support Analyst - Warwickshire (887567)

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2nd Line IT Support Analyst
Warwickshire, England

Our client is a high precision, low volume, machining company with links to motor racing powertrain.

They currently have an immediate requirement for a 2nd Line IT Support Analyst within their Business Systems department.

The contract is ongoing and would suit someone seeking long term work.

Reporting to the IT Operations Manager, the individual will be responsible for providing day to day support to the business and assist in building solid IT operations and services, within an ISO environment.

Duties to include:

* All IT requests/faults must be recorded and regularly/accurately updated on the central call management system to assist in providing the highest levels of customer service.
* Ability to deliver operational requests against agreed deadlines and SLA"s.
* Work with all members of the IT team and 3rd parties/suppliers is also important in this role as some solutions will require external input and co-ordination.
* Provide monitoring and tracking for those requests that are unable to be completed at first point of contact.
* Liaise with 2nd/3rd line support teams and external suppliers to reach a timely resolution of requests/incidents.
* Identify enhancements to current processes and procedures to meet/exceed customer expectations.
* Ensure all regulatory requirements and controls are adhered.
* Drive forward the continuous improvement of the department by championing change and driving service improvements.
* Contribute towards and drive an increase in the quality of requests provisioned by sharing information, updating existing knowledge and writing new knowledge documentation

ESSENTIAL REQUIREMENTS:

* Experience in 1st/2nd line service desk / operations support role
* Comptia A+ or equivalent
* Technical understanding of Windows 7, XP, MS Office 2010, 2003, Windows Server 2008, 2003, Active Directory.
* Excellent customer service skills
* Dedication and a willingness to learn new skills are essential along with excellent communication and organisational skills
* Assist in delivering the Infrastructure group's day to day operations
* Strong troubleshooting skills
* Professional experience working to ITIL Best Practices
* Professional experience working with an ITIL certified Call Management System
* Team integration and working with the other IT functions and business departments

DESIRABLE ATTRIBUTES:

* MCITP or higher
* ITIL Foundation V3
* Degree in relevent technology / science subject
* Knowledge of Microsoft Exchange Server
* Knowledge of other "Edge" systems such as Webroot
* Knowledge of SAN, NAS technologies
* Knowledge of Network principles

PERSONAL COMPETENCIES:

* Analytical ability
* Numerate/literate
* Good problem solving skills
* Ability to interpret data and actions
* Team Player
* Ability to deliver against high personal/ professional standards
* Assertiveness
* Self motivated
* Able to use own initiative
* Proactive thinking
* Ability to work under pressure
* Good attention to detail
* Co-operative
* Flexible working attitude
* Active Team player
* Tact and diplomacy
* Ability to communicate and take initiative at all levels
* Can do attitude
* Ability to deliver on tight deadlines
* Personal drive
* Interest in Motorsport desirable

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.