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22 days ago
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IT Analyst - 1st Line Support


Amey PLC
Location: Liverpool
Job type: Permanent
Category: Software Jobs
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Overview

The IT Service Desk are responsible for providing 1st and 2nd line IT support functions to Amey internal staff and external partners - 19,000 users. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes.

The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met.

1st Line cover 07:00 – 19:00 on a 37.5 hour week

This role will currently be working from home however some travel to the office in Liverpool will be required.
This is a fast paced environment and we are looking for a candidate who is able to gain information from customers and can communicate well.

What does this role involve?

*Be the primary point of contact for all incidents and requests

*Ensure detailed and accurate information is captured at the first point of contact

*Provide initial troubleshooting and diagnostics capabilities

*Help maintain our strong first time fix rates

*Ensure incidents/requests are assigned to the correct technical resolver groups

*Prioritise and categorise incidents in line with our existing processes

*Assist in the handling and management of Major Incidents and outages

What are we looking for?

Essential:

* 2 years' previous experience working in a busy IT Service Desk environment.

* Demonstrable experience of delivering outstanding customer service under pressure.

Desirable:

* ITIL v3 Foundation level qualification

* Vendor qualifications (Microsoft, CISCO, Citrix)

* A basic understanding of PC hardware

* Dameware and LogMeIn.

* Experience of supporting a Windows 7/10 desktop environment

About Amey

We’re all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table. But we do have one thing in common: we all take personal pride in our public service. With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.

Amey is one of the top five support services suppliers in the UK. We employ 16,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Britain benefits from the work we do. We maintain the UK’s road and rail infrastructure, keep schools safe and clean, manage the UK’s defence estate, safely escort prisoners and keep prisons and courts secure. We also collect and process waste, as well as deliver utilities services. All of this is underpinned by our leading consulting capabilities which uses engineering design and data analytics to better manage the services we all use and rely on

As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your wellbeing. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. Whether it’s working on the biggest bridge in the country, learning to get to grips with the latest technology, or just working with a great group of people every day, you’ll find what gets you out of bed in the morning at Amey.
Overview

The IT Service Desk are responsible for providing 1st and 2nd line IT support functions to Amey internal staff and external partners - 19,000 users. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes.

The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met.

1st Line cover 07:00 – 19:00 on a 37.5 hour week

This role will currently be working from home however some travel to the office in Liverpool will be required.
This is a fast paced environment and we are looking for a candidate who is able to gain information from customers and can communicate well.

What does this role involve?

*Be the primary point of contact for all incidents and requests

*Ensure detailed and accurate information is captured at the first point of contact

*Provide initial troubleshooting and diagnostics capabilities

*Help maintain our strong first time fix rates

*Ensure incidents/requests are assigned to the correct technical resolver groups

*Prioritise and categorise incidents in line with our existing processes

*Assist in the handling and management of Major Incidents and outages

What are we looking for?

Essential:

* 2 years' previous experience working in a busy IT Service Desk environment.

* Demonstrable experience of delivering outstanding customer service under pressure.

Desirable:

* ITIL v3 Foundation level qualification

* Vendor qualifications (Microsoft, CISCO, Citrix)

* A basic understanding of PC hardware

* Dameware and LogMeIn.

* Experience of supporting a Windows 7/10 desktop environment

About Amey

We’re all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table. But we do have one thing in common: we all take personal pride in our public service. With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.

Amey is one of the top five support services suppliers in the UK. We employ 16,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Britain benefits from the work we do. We maintain the UK’s road and rail infrastructure, keep schools safe and clean, manage the UK’s defence estate, safely escort prisoners and keep prisons and courts secure. We also collect and process waste, as well as deliver utilities services. All of this is underpinned by our leading consulting capabilities which uses engineering design and data analytics to better manage the services we all use and rely on

As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your wellbeing. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. Whether it’s working on the biggest bridge in the country, learning to get to grips with the latest technology, or just working with a great group of people every day, you’ll find what gets you out of bed in the morning at Amey.
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