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 work environment.
- Other info: Exciting opportunities for growth and learning in a dynamic team.
- Why this job: Make a real impact by solving problems and enhancing user experience.
- Qualifications: ITIL Foundation V4 and experience in 2nd line support required.
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.
- Apply diagnostic utilities to aid in troubleshooting.
- 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 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.
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 Widnes employer: VINCI Construction
At VINCI, we pride ourselves on being an excellent employer, offering a supportive work culture that values fairness, inclusion, and respect. Our Level 3 Support Analysts benefit from flexible working arrangements, opportunities for professional growth, and the chance to engage in diverse business activities that can spark new interests. We are committed to helping our employees achieve a fulfilling career while maintaining a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Level 3 Support Analyst in Widnes
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Level 3 Support Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Brush up on your troubleshooting skills and be ready to discuss how you've resolved past ICT problems. We want to see your hands-on experience shine through!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Level 3 Support Analyst in Widnes
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 ICT problem resolution, diagnostic tools, and any relevant ITIL qualifications. We want to see how your skills match what we're looking for!
Showcase Your Experience:In your application, don’t just list your previous roles; explain how your experience aligns with the responsibilities mentioned in the job description. We love seeing real examples of how you've tackled similar challenges in the past.
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 through your qualifications and experiences. We appreciate a well-structured application!
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 on joining our team!
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 that you 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 what these entail. Research common frameworks like ITIL and be prepared to discuss how you’ve implemented these processes in previous roles. This shows that you’re serious about delivering consistent support.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or how they handle escalated issues. This not only shows your interest in the role but also gives you a better understanding of the company culture and expectations.
