Posted on Jun 11, 2019 by CV-Library
£28-30,000 plus 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits
My client are in the middle of a massive growth spurt and restructure and with this in need
of staff including an Infrastructure Analyst/Engineer. If you are currently in a similar role and looking to join a growing company then you need to contact us now.
As an Infrastructure Analyst, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools.In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.
In this role, you will be required to
·Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
·Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.Receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
·Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
·Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
·Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
·Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
·Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
·Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line
£35k - £35k Annual
£35k - £35k Annual