IT Service Desk Analyst

Posted 19 April by ANS GROUP LIMITED

Salary - £17,000 to £23,000 depending on experience plus a nightshift bonus of 20% of basic salary

ANS has been accredited as a Sunday Times Top 100 Company to work for the fourth year. Described as an 'extraordinary’ organisation to work for, ANS is committed to employee development, training and welfare. As one of the most decorated NetApp & Cisco partners in the UK and we hold the highest possible accreditations with VMware and Microsoft. Our record growth and expansion into new sectors means we are seeking to appoint an IT Service Desk Analyst to join us in our Manchester office.

The Role

Working from our Manchester office within a close-knit and highly skilled 2nd line team as a technical analyst, you will be responsible for supporting and managing our customer base from our service desk.

As part of your role you will work to agreed SLA’s, delivering quick resolutions and a high level of customer service. You will need strong communication skills, team working, customer centric focus and the ability to work in a fast paced environment! ANS are searching for the right candidate with the right attitude, we will provide any and all technical training required.

Responsibilities

• Service Level Management
o Ensure all tickets are managed within service level agreements and KPI’s.
o Hold an understanding of SLA tables and the priority matrix.
o Ensure clear ticket updates

• Incident Management
o Initial triage and assessment of incidents and service requests
o Manage a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs
o Escalation and pro-active chasing of Vendors and external support groups
o Manage own ticket queue and assist other team members where appropriate

• Change Management
o Assessment and ownership of changes to customer environments

• Problem Management
o Raise awareness of issues to Problem Manager and assisting with resolutions

Skills

The following will need to be clear on your application for you to be considered:
o Customer Service experience (telephone)
o Commercial awareness
o Ability to work in highly pressure environment
o Experience of working successfully within a team
o A real thirst for technical knowledge
o Effective troubleshooting methodology
o Excellent problem solving abilities and tenacity

ANS are searching for someone with a further education qualification in IT, eg. BTEC, DIPLOMA, Advanced Apprenticeship, Uni Grad but it isn’t essential for a candidate with the right attitude.

All the below will be provided as part of your personal development plan:
o CCENT (Cisco Certified Entry Networking Technician)
o VCA-DCV (VMware Certified Associate - Data Centre Virtualization)
o NCSA (NetApp Certified Storage Associate)
o MTA (Microsoft Technology Associate)
o SDI Analyst (Service Desk Institute)
o ITIL Foundation

Any of the above qualifications are desirable.

More about ANS

ANS is an award-winning Cloud Services Provider committed to helping organisations become cloud enabled. We offer over 600 customers the capability they need to achieve successful transformation, through Public, Private or Hybrid cloud and the supporting connectivity. Our partner relationships are central to our objectives, and we work closely with Cisco, NetApp, VMware, AWS and Microsoft to not only deliver outstanding technical solutions but to build our portfolio of industry-leading certifications, benefit from partner tools and support and develop long term business strategies that support our customers’ needs. Founded in 1996, we have grown to a staff of 260 strong and have offices in Manchester and London. Our customers include ODEON, Euro Car Parts, Royal Liverpool & Broadgreen University Hospitals NHS Trust, Peel Ports, Kennedys LLP and the Maritime & Coastguard Agency.

ANS Group Plc are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.

Required skills

  • Microsoft
  • 1st Line Support
  • 2nd Line Support
  • IT Helpdesk

Reference: 33476981

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