Infrastructure Support Analyst - Hosting & Managed IT Services

Mid Glamorgan  ‐ Onsite
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Keywords

Description

1st Line Infrastructure Support Analyst

We have an incredibly diverse, talented and committed team of people whose focus is squarely on working together to keep critical applications running 24 hours a day, so that our Clients can focus on building success in their own field. Due to our continued success and growth we are looking to recruit an additional person to join one of our Infrastructure Support teams. Reporting to the Team Leader you will be responsible for providing 1st line support for our clients' server infrastructure and deliver a responsive and effective support service for client issues and requests.

This role is a fixed term 12 month contract to cover materntiy leave.

Your responsibilities will be:

  • To respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Respond to incident alerts making sure that they are logged and progressed effectively within defined service levels and call management guidelines.
  • To manage and complete scheduled tasks on time.
  • To ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Apprise the Team Lead of emerging issues.
  • To adhere to ITIL framework processes
  • Assist the backup team with the preparation of media for tape changes
  • Share information across your team and department
  • Contribute documentation to the shared knowledge base

Person:

  • Demonstrable experience of working in an IT infrastructure focussed helpdesk role.
  • Good knowledge and understanding of Internet/E-commerce technology and its importance to organisations.
  • Basic technical awareness of IT server infrastructure.
  • Knowledge and demonstrable experience of using a call management system.
  • Excellent customer service skills.
  • Excellent demonstrable written and verbal communication skills.
  • Ability to multi-task and work well under pressure.
  • Ability to document processes and procedures in a clear, concise and logical manner.
  • Knowledge of the ITIL framework desirable.

Why join us at Attenda?

Our compelling culture and values have earned us 35th ranking in The Sunday Times Best Companies to Work For 2013, plus a Two Star Best Companies status for 3 consecutive years. There's an extensive benefits package for all employees, an active sports & social club and the prestigious 'Attenda Ascent Club' recognises and rewards employees for outstanding achievements throughout the year.

We have built up a commanding market reputation, with the industry's leading accreditations and an unrivalled portfolio of over 100 UK enterprise Clients. Ranked as a Leader in the Gartner Magic Quadrant for European Managed Hosting 2013, we are an ISO9001, ISO27001, ISO20000 and ISO22301 accredited company, a Microsoft Gold Hosting Partner, VMware Premier Service Provider, a SAP Partner (SAP Certified in Cloud Services), an HP Cloud Agile Partner; and we are also a G-Cloud certified service provider.

We do what we've always done deliver peace of mind for our clients. In fact we've been doing this since 1997 by consistently focussing on delivering high quality IT Operations and we fiercely believe that it is this focus that continues to drive our success and reputation. Financially strong we have earned the industry's leading accreditations and an unrivalled portfolio of long standing Clients and Partners. It is the combination of our purpose, our approach and our portfolio of quality solutions and services that sets us apart, however all of this would of course be worthless were it not for the outstanding passion, drive and innovation of our people!

Start date
ASAP
Duration
12 months
From
Attenda
Published at
02.11.2013
Project ID:
621995
Contract type
Freelance
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