At a Glance
- Tasks: Provide top-notch support to end users and resolve ICT issues efficiently.
- Company: Join VINCI, a company that values diversity and innovation.
- Benefits: Flexible working arrangements, career development, and a supportive environment.
- Other info: Explore diverse career paths and enjoy a culture of fairness and respect.
- Why this job: Make a real impact by solving problems and enhancing user experience.
- Qualifications: Experience in 2nd line support and knowledge of ITIL, Office 365, and Azure.
The predicted salary is between 30000 - 40000 £ per year.
The Level 3 Support Analyst role is to provide escalated contact to end users so they can accomplish business tasks. This includes logging, prioritising, documenting and actively resolving 2nd line escalated end user requests and incidents within SLA. Problem resolution will involve the use of diagnostic and Service Management tools, as well as require that the individual give in person, hands-on help at the desktop level. They will also further troubleshoot problem areas in a timely and accurate fashion. They will require SC clearance.
Purpose of the role and your responsibilities:
- Perform analysis, diagnosis, and resolution of ICT problems escalated from Service Desk for end users, and recommend and implement corrective solutions by way of structured change control mechanisms wherever needed.
- Adhere to the Department’s Service Management Processes to ensure consistent support and delivery of IT Services.
- Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
- If necessary, liaise with third-party support and ICT equipment vendors.
- Develop help sheets and FAQ lists and manage knowledge for end user and IT consumption.
- Continually develop and apply diagnostic utilities to aid in troubleshooting.
- Evaluate documented resolutions and analyse trends for ways to prevent future problems.
- Learn about and alert Service Management Team to emerging trends in incidents and actively manage root causes.
- Test fixes to ensure 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.
- Provide escalated Intune troubleshooting support for mobile application lifecycle - application assessments for testing/validation.
- Manage new starter/leavers in Azure for FDIS.
Formal qualifications required:
- ITIL Foundation V4
Skills required:
- Office 365 use and administration
- ITSM tool use
- Microsoft Azure
- Microsoft Intune
- HP hardware
Experience required:
- Ideally at least 2/3 years previous experience in a 2nd line support role.
The possibilities are surprising! Working in our Shared Services provides a complete view of our business activities and there are bound to be areas that will unexpectedly pique your interest. We believe in bringing in new talent as much as developing our people to grow in their chosen profession or even taking an unexpected turn in a new direction. We will encourage and support your aspirations for a career you truly enjoy, with a company that truly values your contribution.
Fairness, Inclusion and Respect (FIR) at VINCI is about recognising and celebrating each other’s differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.
Should you require any reasonable adjustments to be made as part of the application process please contact us directly. VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.
Level 3 Support Analyst employer: VINCI Construction
At VINCI, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and inclusivity. As a Level 3 Support Analyst, you will benefit from flexible working arrangements, opportunities for professional development, and a supportive environment that values your contributions. Join us in Widnes/Denton, where your skills will be recognised and your career aspirations encouraged, all while being part of a diverse team committed to fairness and respect.
StudySmarter Expert Advice🤫
We think this is how you could land Level 3 Support Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on VINCI. Check out their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Go through common interview questions related to Level 3 Support Analyst roles. Think about how your past experiences align with the job description and be ready to share specific examples of how you've tackled similar challenges.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be prepared to discuss how you approach troubleshooting and resolving ICT issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your analytical abilities.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds as they make their decision.
We think you need these skills to ace Level 3 Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Level 3 Support Analyst role. Highlight your experience with 2nd line support, diagnostic tools, and any relevant ITIL qualifications. We want to see how your skills match what we're looking for!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've resolved ICT problems in the past. We love seeing candidates who can demonstrate their analytical skills and hands-on troubleshooting experience. Don't hold back on the details!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to track your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at VINCI Construction
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Office 365, Microsoft Azure, and Intune. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Demonstrate Problem-Solving Skills
Prepare to share specific examples of how you've resolved complex ICT issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your analytical skills and your ability to think on your feet.
✨Familiarise Yourself with Service Management Processes
Since the role involves adhering to Service Management Processes, it’s crucial to understand these frameworks. Brush up on ITIL principles and be ready to discuss how you’ve applied them in previous positions. This shows that you’re aligned with their operational standards.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, or future projects. This not only demonstrates your interest in the role but also gives you a chance to assess if the company is the right fit for you. Plus, it shows that you’re proactive and engaged!
