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Third Line Support Analyst - Horsham OR Watford - Onsite - Permanent
The Ideal candidate will be providing escalated support to end users, ensuring they can perform their tasks without disruption. This role involves managing and resolving incidents that were escalated from the 2nd line of support, logging and prioritising requests, and working to resolve them within Service Level Agreements (SLAs). The analyst will utilise diagnostic and service management tools and provide hands-on support at the desktop level if needed. Troubleshooting must be done quickly and accurately to minimise downtime. Additionally, the requirement for Security Clearance (SC) indicates that the individual will be working in a sensitive environment, possibly handling confidential or classified information.
Responsibilities:
- Perform analysis, diagnosis, and resolution of IT problems escalated from Service Desk for end users, and recommend and implement corrective solutions by way of structured change control mechanisms wherever needed
- Accurately document instances of IT equipment or component failure, repair, installation, and removal. To continually develop and apply diagnostic utilities to aid in troubleshooting. Apply diagnostic utilities to aid in troubleshooting.
- Develop help sheets and FAQ lists and manage knowledge for end user and IT consumption.
- Evaluate documented resolutions and analyse trends for ways to prevent future problems.
- To learn about and alert Service Management Team to emerging trends in incidents and actively manage root causes.
- Test fixes to ensure the problem has been adequately resolved. Perform post-resolution follow ups to help requests.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Ensure that the resolution of Incidents, Problems and Service Requests remain on target and act as required to rectify impediments to their resolution
- Assist in software and hardware releases and roll-outs, including communication to the end users.
- Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs
- Take ownership of Problem Management - chasing outcomes for Problems, log new Problems from trends in incidents, advise Service Desk of Problem for linked tickets
- Support mobile application lifecycle - application assessment to provide escalated Intune troubleshootings for testing/validation
- New starter/leavers management in Azure for FDIS
Technical Skills
- ITIL Foundation V4
- Office 365 use
- Microsoft Azure
- Microsoft Intune
- HP Hardware
Additional Information
- Location : Horsham or Watford (On-site)
- Salary : £35,000 - £40,000 per annum
- Hours : 37.5 per week
- MUST HAVE SC CLEARANCE!
- Start date : ASAP
- Permanent Position
Please note the ideal candidate will need to have SC Clearance.
If you are interested, please apply. Alternatively, please send your CV to
Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
