Technical Analyst 247 in Manchester

The role involves triaging, investigating, and resolving tickets, escalating where necessary to ensure the best possible outcome for customers. You will take primary ownership of request, incident, and change tickets, remaining accountable to both the customer and your Squad Leader throughout the process.

What will I be doing?

• Work with the Squad Leader on any quality related issues
• Manage customer & monitoring tickets both technically and procedurally via Phone, Email, Web portal or monitoring platforms(s) in line with defined SLAs and KPIs
• Manage ticket queue and assist other team members where appropriate
• Understand, maintain, and deliver the current service desk procedures
• Escalation and pro-active chasing of Vendors and external support groups
• Responsible for assessing and implementing Standard Changes as well as implementing normal changes
• Carrying out scheduled customer work out of hours

What will I bring to the role?

• Previous experience in a service desk environment
• Working knowledge or an awareness of public cloud (Azure/AWS)
• Self motivation to ensure consistent high levels of service are delivered around the clock
• A passion for technology and a customer obsessed approach
• Eligibility for HMG Security Clearance (5 years minimum of UK addresses is required for this)

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here.

Benefits:

• 25 days’ holiday, plus you can buy up to 5 more days
• Your birthday off, and an extra celebration day for whatever you want
• 5 days’ additional holiday in the year you get married
• 5 volunteer days
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
• Company social events
• Electric car scheme
• 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation.