At a Glance
- Tasks: Provide top-notch support to end users and resolve ICT issues hands-on.
- Company: Join VINCI, a company that values diversity and innovation.
- Benefits: Enjoy flexible working arrangements, career growth, and a supportive environment.
- Other info: Explore various business areas and develop your career in a dynamic team.
- Why this job: Make a real impact by solving problems and enhancing user experience.
- Qualifications: 2-3 years in 2nd line support, ITIL Foundation V4, and strong diagnostic skills.
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 problems have 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 in Warrington employer: VINCI Construction
VINCI is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where diversity is celebrated and individual contributions are valued. With flexible working arrangements and a commitment to fairness, inclusion, and respect, employees can thrive both professionally and personally in the supportive environment of our Shared Services in Widnes/Denton.
StudySmarter Expert Advice🤫
We think this is how you could land Level 3 Support Analyst in Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Level 3 support. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled complex ICT issues in the past. This will demonstrate your hands-on experience and ability to think on your feet.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Level 3 Support Analyst in Warrington
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 Office 365, ITSM tools, and any relevant troubleshooting skills. We want to see how your background fits perfectly with 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 approach to troubleshooting. Don't hold back on those success stories!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary 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 directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen to join our team at StudySmarter!
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 previous 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 the interviewers see your analytical skills and your ability to work under pressure.
✨Familiarise Yourself with Service Management Processes
Since the role involves adhering to Service Management Processes, it’s crucial to understand these frameworks. Research ITIL principles and be ready to discuss how you’ve implemented or followed these processes in your previous roles.
✨Show Enthusiasm for Continuous Learning
The job description mentions developing long-term strategies and capacity planning. Express your eagerness to learn and grow within the role. Talk about any relevant courses or certifications you’re considering, and how they align with the company’s goals.
