L1 IT System Analyst in Cosham, Hampshire

L1 IT Systems Analyst
Full Time (day/evening/night shifts required)
Permanent
Portsmouth (5 days per week onsite in office)
£24-26K basic + 15% shift allowance + benefits

Are you an experienced L1 IT Systems Analyst looking for a new challenge?

Do you have a background in IT Service desk, ITIL practices and ITSM platforms along with knowledge of Windows or Linux OS and app or database support?

Here at ARM we are recruiting for several full time permanent L1 IT Systems Analysts for a global IT services and consultancy client of ours.

Our client:
They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Reporting to: AI Digital System Analyst Team Lead

Responsible for:
To provide up to L1 technical and process support by utilisation of autonomic technology to help diagnose and remediate reactive customer requests via multiple channels such as ITSM platform / phone calls / chat and emails and proactive requests via monitoring solutions. Working closely with the wider members of the delivery team in the AI and Data practice will be a key element of the role to help deliver a world class service to the clients in the practice that are from a wide range of areas in the industry

Responsibilities:
* Utilise customer provided tools to handle inbound and outbound contact with end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
* Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
* Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
* Understand and respond to feedback from ticket quality reviews
* Monitor announcements to ensure you have the latest information regarding outages and procedure updates
* Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
* Complete mandatory training as required

Qualifications:
* Good verbal and written English communication
* Previous experience working in a NOC or 1st Line IT Support environment is desired, though training will be provided where necessary for the right candidate
* Demonstrable experience of delivering exceptional Customer Service
* Positive and enthusiastic team player
* Accurate and logical approach to problem solving
* Ability to work under pressure to agreed targets in a fast-paced environment
* Knowledge of Service operations and processes.
* Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
* Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
* Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
* Willingness to learn quickly and adaptable as the situation requires
* Strong attention to detail and accuracy
* Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
* Strong emphasis on delivering an excellent customer experience
* Ability to learn new skills while following agreed operating procedures
* Have a logical approach to problem solving

Experience-
* Understanding of IT workflows and ITIL practices
* Working with ITSM platforms.
* Min 1Yr exposure using and troubleshooting at least L1 technology support in one of more of the following area - Application / Database / Windows or Linux OS /

Networks / Firewall / Storage / Backups-
* Experience working in a Contact Centre desirable with 1st line support
* Customer service and administration

Some of the benefits include:
* Healthcare and dental insurance
* Company pension is matched up to 5%
* 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
* Life assurance - 4 x annual salary
* Cycle to work scheme
* Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses

Please contact me directly on -

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.