Full stack software engineer supporting ASU Library's mission with software that enhances digital resources. Collaborating with faculty and IT to improve research, teaching, and learning.
About the role
- Security Cleared First Line Analyst in Service Desk support team, managing incidents and knowledge sharing for corporate customers. Working in hybrid model in Derby office.
Responsibilities
- Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
- Maintain technical knowledge and expertise associated with applications specific to individual customers.
- Progress / close incidents to a satisfactory conclusion on the incident management system.
- Liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA.
- Escalate potential service issues initially with Team Leader.
- Liaise with Team Leader on specific projects where requested.
- Review and update technical support documents and procedures considering personal experience and information received.
- Share knowledge with colleagues and customers through direct communication and knowledge sharing tools.
- Proactively research problems and solutions and document findings for the advantage of customers and colleagues.
- Actively develop personal knowledge and awareness of new products and solutions.
Requirements
- Experience in a First / Second Line Support capacity, with proven experience of resolving incidents for a large corporate customer.
- Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
- General awareness of developments in the IT industry.
- Must have excellent troubleshooting skills.
- Ability to work in a team and to support team members.
- Committed to customer satisfaction and ownership of issues.
- Experience of supporting Windows 11 and M365.
- Experience with supporting remote workers across a VPN.
- Experience of networks.
- Must have excellent customer service skills, communication and strong attention to detail.
- Desired, but not essential: Project management skills. Trend analysis and reporting. Experience in presenting data to stakeholders.
Benefits
- Hybrid - 3 days a week in the office (Derby)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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