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Contrato en Reino Unido de Profesionales científicos e intelectuales

Technical Support Analyst

Clasificación del trabajo: Profesionales científicos e intelectuales.

Professionals

Descripción de la oferta de trabajo:

The Technical Support Analyst will be expected to build a sound working knowledge of all Wandle systems.

You will be responsible for investigating and resolving 1st and 2nd line technical issues.

In addition, you will also act as a conduit for 3rd line issues, keeping the customers informed of latest updates and managing the external support team/ vendors through to resolution.

You will lead in delivering improvements in the use of our existing systems, and will be available to cover the support function on a shift basis.

Please note our office is closed until 2021, this role will be home-based.

You will: Provide hands on 1st/2nd line technical support to the wider Wandle business Triage incidents and service requests, prioritising each in accordance with agreed criteria, set appropriate resolution times for tasks with those affected Follow agreed procedures for support and escalation of incidents and service requests, maintaining accurate records of requirements, urgency, contact details, actions taken and resultant outcomes Act as IT front of house, taking responsibility for incoming operational issues and a mediator for issues requiring further investigation from supported application providers Build, install, commission, deploy and maintain end-user hardware and software, following agreed guidance and standards.

Confirm appropriate operation and facilitate handover to the customer as appropriate Maintain hardware configuration, software licensing and user information records as an aid to our configuration and asset management activities Manage mobile assets estate (Chromebook, mobile phones, tablets, etc.); including provisioning, assigning devices, security management and policy definition Create and maintain documentation e.g. user guides for all audiences and IT team technical operation guides.

Continually contribute new developments to a shared knowledge base Responsible for setting up Starters, Leavers, and Mover changes, including access to systems and applications, equipment distribution, phone extensions, etc.

Conduct IT inductions and actively promote and educate users on best IT practice Conduct training on a wide range of systems to end users on a 1 to 1 and group basis.

Manage training equipment, making sure equipment if fully patched, up to date, and accounted for.

Monitor alerts and health check service routines.

Oversee defined schedules are running successfully, e.g. daily backups and housing batch processing jobs Completing high level administrative tasks on our servers, including active directory, DFS, Citrix, MDM, Exchange, Antivirus, GPO, and Cloud application portals to name but a few Review, test, and implement software and upgrade releases.

Work with end users to establish UAT scenarios and liaise with support teams to resolve issues Organise and manage the periodic DR tests with our IT provider, to confirm operations can be restored from our backup location Act as an effective first point of contact between our organisation and service providers, keeping appropriate records of all transactions for error resolution and incident analysis Procure and raise orders to suppliers and vendors on a regular basis Responsible for reviewing services including some contract renewal work.

You will work with supplier Account Managers to drive continuous value for money Own and manage the ITIL incident, problem and change management processes (CSIP) Key Competencies Experience in fulfilling the needs of internal and external customers Experience working with service desk management applications to manage incidents, request fulfilments and problems Experience working in IT/technology driven projects Experience in hardware and software support, including hands on Thin clients, iPads, Mobile Phones, desktop phones, PCs and laptops support Knowledge and administration of Windows Server stack e.g.

Windows Server 2016/2019, Exchange 2016, Windows 10.

What you’ll need to have: Degree educated or equivalent experience ITIL qualification to a minimum of v3 Foundation Level Service Desk Analyst certification from the Service Desk Institute Experience in supporting a diverse group with first rate customer facing skills Customer service experience Experience of working with service desk management applications Delivering hands on technical support to user problem resolution Resolving incidents to agreed SLA, logging lifecycle to completion Writing, updating and maintaining written documentation e.g. guides, processes, procedure and knowledge Base articles Experience analysing system health and delivering improvements Experience working in IT/technology driven projects Knowledge and administration of Windows Server stack e.g.

Windows Server 2016, Exchange 2016, and SQL 2016, Windows 7/10 Hardware and software support, including hands on thin terminals, iPads, Mobile Phones, desktop phones, PC and laptops support Server Role administration Active Directory, Group Policy, DFS, DNS DHCP, Security and Distribution groups, scripting etc.

Experience as a competent user of common audio-visual and media equipment Network troubleshooting including PC, switches and WiFi access points What next? If you want to be at the heart of Wandle’s transformation and believe you have the skills and experience to be successful in this role we would love to hear from you.

Please apply with your CV and supporting statement ensuring you address the key competencies set out in this document by 23:00 on 5th November 2020.

Interviews will be held week commencing: Monday 16th November 2020 Please also note that you may be asked to undertake an online tests.

For more information on our Target Operating Model click here For more information on Wandle and our history, click here

País del trabajo: Reino Unido.

Número de puestos: 1.

Empleador: Vacancy Filler.

Instrucciones para solicitar:

Apply by visiting this page: https://findajob.dwp.gov.uk/details/4883416

Identificador de la vacante:4883416.

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