2nd Line Analyst (MHRA Desk)

Placed: 02/12/17
Region: Cambridgeshire
Location: Croydon
Category: Jobs


Content of the advertisement:

CORETX is currently looking for a 2nd Line Support Analyst to join our MHRA (Medicines and Healthcare Products Regulatory Agency) Service Desk team in Croydon. The 2nd Line Support Analyst will work as part of a team and play a key role in the delivery of a high-quality service to MHRA users giving an exceptional customer experience and a personalised service.

The 2nd Line Support Analyst requires strong communication skills, along with troubleshooting, problem-solving and technical skills using various diagnostic tools.

At times, like all customer facing roles, this can be a challenging role within an exciting and growing organisation, so you will possess a strong character with strong inter-personal skills which you will use to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

2nd Line Support Analyst Key Areas of Responsibility:

* Where necessary provide contingency to 1st line service desk team, ensuring all activities covered in alignment with 1st line activities
* Undertake detailed incident investigation and diagnosis enabling effective incident resolution and recovery, contributing to ongoing knowledge transfer to 1st line to enable improved first time fix activities, as well as to 3rd line resources to aid improved problem identification and known errors
* Undertake complex access management requirements and support the provision of new starter access and safeguarding of access regarding leaver access
* Support of technical resource deployment and subsequent activities, both local and globally through 3rd parties
* Resolving 1st & 2nd line incidents and requests
* Taking ownership of tickets logged on Service Now
* Ensuring all tickets are resolved to a high level of customer satisfaction
* Providing regular feedback to clients re the status of their tickets
* Providing exceptional communication between the service desk, end users and resolver groups
* Effective ticket management and tracking using the Remedy ticket logging system
* Meeting and exceeding customer specific service level agreements (SLAs)
* Proactive Management of tickets raised with 3rd party resolver vendors
* Utilising various remote takeover tools when necessary
* Liaising and assisting Field Engineers on client sites
* Ensuring all tickets are categorised to correct standards
* Following internal processes for assigning tickets to the correct department or individuals

2nd Line Support Analyst Experience/Qualifications:

* Microsoft Office 2007/2010 - Word, Excel, Outlook & PowerPoint
* Microsoft Windows XP/ Windows 7/ Windows 8 Workstation
* Microsoft Exchange / Active Directory administration
* WAN/LAN
* Citrix
* Knowledge of ADSL and Wi-Fi technologies
* Knowledge of BES 12, Blackberry, HTC, Mobile devices
* CompTIA A+ Essentials (Desirable)
* CompTIA A+ IT Technician (Desirable)

CORETX helps to transform organisations through high performance technology solutions built and delivered on our own data centre and network infrastructure. People are at the centre of CORETX's business; removing barriers, enabling workflow, empowering users and utilising the opportunities presented in the new digital economy

Price / Salary: £24000/annum