1st – 2nd Line Service Desk/ Application Support Analyst (.net) – Brighton - £25-30k + bens
Leading provider of general insurance, underwriting and Lloyds of London affiliate services are currently looking for a 1st – 2nd Line Service Desk Analystto join the new Service Support team responsible for the stability and integrity of the internal and managed client production environment and systems.
Other titles this role may be known as:
2nd line support analyst / Application Support / Help Desk / Support Engineer / Client Support Analyst
Key words associated with this role:
C# and ASP.Net / SQL Server / HTML / XML / Web Services & JavaScript / SharePoint (preferably 2010) / K2 Black pearl / ITIL
The successful 1st – 2nd Line Service Desk Analyst / 2nd line support analyst / Application Support / Help Desk / Support Engineer / Client Support Analyst will undertake the following responsibilities:
constant direct interaction with internal users and external customers through the Service Desk as well as taking responsibility for 1st and 2nd line incident resolution (technical support) and service request fulfilment.
The successful 1st – 2nd Line Service Desk Analyst / 2nd line support analyst / Application Support / Help Desk / Support Engineer / Client Support Analyst must have experience of working in a similar role within a software company, a service company or the support organisation of an internal IT department. Experience of the commercial insurance industry will be beneficial but is not essential. A strong understanding of the ITIL framework is required for the role and certification to at least Foundation level is desired.
Key Responsibilities for the position of 1st – 2nd Line Service Desk Analyst / 2nd line support analyst / Application Support / Help Desk / Support Engineer / Client Support Analyst
·Monitoring and handling of service desk calls and tickets for incidents, service requests and change requests being submitted by external customers and internal users.
·Incident Management of incidents, including hands-on resolution or coordination of the resolution of incidents within the agreed SLAs.
·Coordinating the fulfilment of service and change requests within the agreed SLAs.
·Keeping customers and internal users informed of any changes to service availability.
·Production of a variety of stability and service reporting and metrics for internal and external parties.
·Maintenance of the central knowledge repository.
·Administration of the service desk tool (e.g. user accounts, reference data etc).
·Making a significant contribution to the ongoing improvement of support services.
·Assisting the testing of fixes and change requests prior to their production deployment.
·Deployment of changes to UAT and Production environments.
·Monitoring of system alerts and taking necessary actions.
·Execution of system housekeeping/maintenance tasks.
Required Skills and Experience for the position of 1st – 2nd Line Service Desk Analyst / 2nd line support analyst / Application Support / Help Desk / Support Engineer / Client Support Analyst
·C# and ASP.Net
·SQL Server
·HTML
·XML
·Web Services & JavaScript
·SharePoint (preferably 2010)
·Experience or knowledge of K2 Blackpearl or similar business process management products and concepts
·Visual Studio
·Knowledge of the insurance industry and insurance systems
·Strong understanding of or qualification in ITIL
C# and ASP.Net / SQL Server / HTML / XML / Web Services & JavaScript / SharePoint (preferably 2010) / K2 Black pearl / ITIL
