Support Analyst - Milton Keynes

Support Analyst - Milton Keynes
Four days on four days off – £20k plus 20% shift allowance (24k)

This dynamic IT Support Company who are based in Milton Keynes, are looking to recruit ambitious Support Analysts to work on their 24x7x365 Network & Security Operations Support Desk. This is great opportunity for a Support Analyst with 1-2 years’ experience looking to progress and grow their skills within all areas of IT, including cyber security. They are a fast-growing business with superb career progression opportunities.

The Support Analyst role will see you responsible for managing calls from clients, responding to automated alerts from IT monitoring & security systems and taking appropriate action to remediate issues.
This position will require you to work 12 hours shifts on four days on, four days off basis. You will be paid a shift allowance in addition to your salary.

You will provide our customers with a high level of support, answering queries both via the phone and on email and resolving problems relating to a wide range of IT, telecoms, desk-top, networking and security issues. You will ensure that service tickets are updated, SLAs are met and that customers are kept fully informed of the status of their query.

Core responsibilities will include:

• 1st / 2nd Line support of IT, Telecoms, networking and Security Systems
• Receive queries from customers via both the phone and email
• Log and document all issues on the CRM
• Identify and resolve incidents within agreed SLAs 
• Take responsibility for all assigned incidents and projects.
• Respond to automated system and security monitoring alerts, following run books to take corrective action and/or escalation as required.
• Undertake IT system changes to ensure continuity of service as required, following company change management processes (for example the installation of Microsoft updates)
• Support and update customers on fault progress and planned actions
• Provide phone, online and email technical assistance

Core skills & Experience

• Demonstrable evidence of delivering an excellent customer experience
• Ability to work both alone and within a team
• Able to continually learn new skills
• Experience in telephony, network, server, security and infrastructure diagnostics and configuration
• Excellent standard of both written and spoken English
• Experience of working with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators)
• Knowledge of IT security ie Web based firewalls, SIEM tools etc. (Desirable)
• Understanding of IP networking fundamentals (Desirable)
• Working knowledge of IT Monitoring systems. (Desirable)
• ITIL Foundation v3 Certification (Desirable)
• Comptia A+ or MTA (Desirable)

The ideal candidate will be able to work to deadlines, think on their feet, take responsibility and work under their own initiative. An excellent inter-personal manner is essential, always adopting a clear, positive, friendly but decisive approach. You must be able to work both on your own and as part of a team.

Please send your cv to be considered.

Key words; Milton Keynes, Buckinghamshire, Bedford, Northampton, Support Analyst, Helpdesk Analyst, 1st Line, 2nd Line, Network Support, Support Desk, Service Desk, IT Security, Firewalls, ITIL, MCP, MTA,

Location: Milton Keynes, United Kingdom

Employment: Permanent

Salary: £20000 - £21000