Service Support Consultant,Support Analyst,Service Desk Analyst

People Source Consulting
£35000 - £40000 per annum + 20% Shift bonus + Benefits
12 Oct 2016
19 Oct 2016
Contract Type
My client an award winning solutions provider are seeking to recruit a Senior Support Consultant and you will provide timely and effective advice to internal and external clients in a high profile and demanding environment, to support the use of our products and services. Install, upgrade and maintain solutions, proactively monitor system health and provide 24 hour support to the client base. Key Responsibilities ? Provide accurate advice to internal and external users in support of products and services. ? Respond to, escalate and resolve all calls according to Support procedures and SLA targets and take ownership of the call throughout its lifecycle. Ensure that the ITSM and JIRA system is kept up to date with all relevant details. ? Resolve the immediate incident and investigate any underlying problem to identify 'workarounds' and permanent fixes. ? Proactively monitor the infrastructure, in cooperation with Network Support, taking corrective action as necessary. ? Analyse problems, incidents and requests to identify trends and patterns for feedback as appropriate. ? Liaise with Development and Project Management teams for support in diagnosis, investigation and resolution as and when required. Take ownership of issues throughout the incident lifecycle. ? Follow up calls to ensure that they are satisfactorily resolved and maintain call lists at required, minimum, levels. ? Be the primary technical contact for several high profile clients. ? Deploy installations and upgrades to all necessary solution components and mobile devices. ? Ensure that workarounds, support guides and other documentation are created, maintained and communicated to colleagues. ? Provide 24/7 support as part of a rota system. ? Effective personal organisation skills - logical and systematic, attention to detail, prioritises workload and resources to achieve deadlines ? Programming\scripting experience is a STRONG PLUS ? Ability to process and analyse qualitative and quantitative data ? SQL experience/programming/querying STRONG PLUS ? Enthusiastic - consistent energy levels; persistent, remains calm under pressure and able to manage a number of tasks simultaneously ? Linux\Unix Exposure STRONG PLUS ? Must be able to work as an integral part of a tight knit team and have the ability to quickly establish rapport and credibility and enable the open flow of information ? Collaborative and results focused approach to problem solving ? Able to work shifts - flexible approach to working hours ? Basic networking knowledge (Tracert, pring, routing tables) ? Responsible and Reliable People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas. This job was originally posted as

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