IT SYSTEMS SUPPORT ANALYST

• Key point of escalation for incidents logged via Service Desk Team Suppliers and Alerting systems.
  
• Owner of all problem tickets and high priority (P1) incidents that have been escalated.
  
• During OOH Rota identify and own P1 incidents through to resolution alongside our vendors.
  
• Ensure all service interruptions downtime and P1s are recorded with detailed timelines to support service reporting and management of contractual service credits.
  
• Ongoing prioritization of supplier ticket queues according to operational demands
  
• Ensure suppliers have all the information and replication steps required to resolve service incidents/problems within contracted SLAS.
  
• Identify suppliers that continuously fail to deliver within SLA and escalate to IT Systems Support Manager
  
• Responsible for ensuring suppliers provide regular progress updates.
  
• Follow up on progress where necessary.
  
• Ensure clear and timely communication is issued to relevant stakeholders for status progress and closure on all tickets.
  
• Create and maintain documentation for the Service Catalogue and knowledge base.
  
• Responsible for appraising potential or recurring service incidents/bugs and converting them into problem tickets with suppliers to ensure timely resolution - to ensure an ongoing continuous improvement of service.
  
• Follow up on progress where necessary.
  
• Ensure clear and timely communication is issued to relevant stakeholders for status progress and closure on all tickets.
• Create and maintain documentation for the Service Catalogue and knowledge base.
  
• Responsible for appraising potential or recurring service incidents/bugs and converting them into problem tickets with suppliers to ensure timely resolution - to ensure an ongoing continuous improvement of service.
  

• Appraisal of potential service incidents by:
  

1. Periodic performance testing of all key applications to ensure applications can withstand peak loads.
   
2. Review of IT Service Desk and Supplier routine daily checks
   
3. Review of incident logs
   
4. From Service Transitions and Quality Manager feedback loop cascaded to IT Systems Support Manager
   

Requirements

• Breadth and depth of business systems and technologies understanding.
  
• Some experience in presentation communication facilitation
  
• Full UK Driving License
  
• Experience in an outsourced fully managed IT service environment.
  
• Experience in a multi-site business environment using technologies such as Active Directory Citrix SOL Server Web Applications SD-WAN Azure
  
• Highly experienced in incident management including managing business expectations and communication.
  
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 1D and Office 365
  
• Ability to use a call logging system (e.g. SysAid ServiceNow)
  
• Excellent communication skills and telephone manner
  
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
  
• Comfortable with accurately documenting in a clear and concise manner.
  
• Confident and experienced in dealing with challenging situations and able to demonstrate problem solving and trouble shooting skills.
  
• Excellent organizational skills and the ability to time manage several different issues effectively - with varying severity.
  
• A commitment to going above and beyond in delivering an exceptional service that colleagues recognize as being valuable.
  

• Degree in Computer Science or a technology-related field
  
• Microsoft certifications for Office 365 Windows administrator Microsoft Azure
  
• Experience and knowledge of leisure industry.
  
• 5 years previous IT Support and/or call center experience
  
• ITIL certification Practitioner