About the roleAs a First Line Analyst L2 with expertise in the IT Domain, you will collaborate with our client's Team. You will be responsible for IT Technical Administration.
Job Details
Desk Operational Hours: 7am until 7pm on a 7.5 hour rolling shift basis as outlined below
Monday to Friday:
07:00 - 15:30
08:00 - 16:30
08:30 - 17:00
09:00 - 17:30
10:30 - 19:00
Saturday and Sunday:
07:00 - 15:30
10:30 - 19:00
Job Description
If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.
Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.
Training:
Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.
Workload: There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.
Day-to-Day Activities:
1. Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
2. Following knowledge processes for onwards assignment.
Updating existing knowled...