Support Analyst

£26,000 | Milton Keynes | Permanent
Posted 3 months ago

To provide 1 st and/or 2 nd tier support and resolution to customer issues within agreed service levels utilizing service management tools and resources. Act as an effective escalation point to 1st tier analysts (if you are a 2 nd line) imparting effective troubleshooting advice and knowledge. To validate and record incidents where necessary and to ensure that incident records are correctly updated, with accurate details and activities.

Ability to obtain SC clearance will be required for this role


* Provide a focal point of communication and technical escalation within the service desk environment
* Liaise with intermediary support teams within internal departments and external third party providers
* To correctly record and categorize incidents within the IT Service Management tool to a high standard of accuracy and detail
* Provide an effective and timely resolution to outstanding incidents and requests following service desk procedures and work instructions
* Escalate outstanding incidents in a timely manner
* Proactively provide regular updates and agree solutions to customers issues and problems
* Act as a strong mentor and guide to all Highways England Analysts
* Perform IT technical administrative duties as delegated
* Contribute effectively to the maintenance of the service desk knowledge base
* Undertake visits to customer site as required
* Other duties as delegated by the Highways England Team Leaders
* Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
* Periodically review Daisy Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
* If you are a Manager of staff, you must ensure:

* Your team are aware of their security responsibilities & know how to access Daisy Group Security Policies hosted on the Intranet;
* The principles listed with the Daisy Group Security Policy Statement document are embedded within the operations of your team.
* Carry out any 'ad hoc' assignments as and when required.
* To be compliant with health and safety company policy and legislation.

Knowledge, Skills, Experience

* Technical Helpdesk experience
* Customer Service experience
* A thorough working knowledge of Windows 7/8, Office 2010, Active Directory and DHCP
* A good understanding of Server 2008, Exchange 2007/10
* A thorough knowledge of hardware vetting - Desktop PC's, Laptops, Tablets and Printers

For more information about this role, please contact:

Kay Sadler
01442 509 080

See Kay Sadler's jobs
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