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Services Tools Support Analyst

Job Introduction

Provide support services relating to specific application systems, both to users of the systems and for service delivery functions, such as computer operations and help desk. This includes investigating and resolving problems and providing information about the systems. This often involves close collaboration with the systems’ developers.

Role Responsibility

  • 50% Incidents:
  • Provide 2nd line response for incidents received
  • Investigate/analyse information for issue being reported
  • Liaise with 3rd line teams when seeking guidance
  • Monitor progress & escalate where necessary
  • Keep users regularly informed of all progress
  • 50% Requests:
  • Support 3rd line teams by configuring regular tasks for ITSM & Directa/NGSD.  Providing updates to requesters as appropriate

The Ideal Candidate

Essential

  • Has achieved proficiency in the role of 1st Line Support Analyst
  • Demonstrates good oral and written communications skills. Capable of liaison with MIM team, Senior IS Management, key business stakeholders, Vendors, etc
  • Has experience of communicating with users on technical issues
  • Excellent trouble-shooting and analytical approach to incident diagnosis
  • Capable of resolving complex technical issues on numerous supported applications
  • Have general pc knowledge (all Windows versions - XP/7 etc) and Browser (IE/Chrome) knowledge 
  • Enthusiastic and willing to learn

Beneficial

  • Experience of incident management using Remedy or other service management application such as ServiceNow, H.P.S.C etc
  • Knowledge of web applications/Microsoft IIS and Windows Server
  • Knowledge of SQL/Oracle; to select information held within databases to resolve complex queries
  • Familiar with Server analysis (logging into servers using Remote Desktop/Dameware) and how to check for disk space/memory usage/Windows Services/Scheduling Tasks etc

Some of the apps supported are:

  • Remedy: ITSM
  • NGSD: Right Answers (knowledge area of NGSD)/Blue Prism (robotic process automation)
  • iNeed/Directa
  • SSIM/iLog (incident logging applications)
  • SAP PI (process integration)

Package Description

12 Month Fixed Term Contract

Competitive salary

About the Company

Computacenter is Europe’s leading independent IT provider, with about 15,000 employees worldwide. We work at the heart of digitalisation, advising organisations on IT strategy, implementing the most appropriate technology, optimising its performance, and managing our customers’ infrastructures.

Computacenter

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