Technical Analyst

The role

As a Technical Analyst, you will be responsible for triaging, investigating, and resolving tickets, escalating where necessary to ensure the best possible outcome for customers. You'll take primary ownership of request, incident and change tickets, remaining accountable to both customer and your Squad Leader throughout the process. As this is a 247 role, you will be supporting our customers out of hours, where you'll be required to work a 4 on 4 off shift pattern.

What will I be doing?

• Work with the Squad Leader on any quality related issues
• Manage a customer & monitoring tickets both technically and procedurally via Phone, Email, Web portal or monitoring platforms(s) in line with defined SLAs and KPIs
• Manage ticket queue and assist other team members where appropriate
• Understand, maintain, and deliver the current service desk procedures
• Escalation and pro-active chasing of Vendors and external support groups
• Responsible for assessing and implementing Standard Changes as well as implementing normal changes.
• Carrying out scheduled customer work out of hours.

What will I bring to the role?

• ­Previous experience in a service desk environment
• Working knowledge or an awareness of public cloud (Azure/AWS)
• Self motivation to ensure consistent high levels of service are delivered
• A passion for technology and a customer obsessed approach
• Eligibilty for HMG Security Clearance (5 years minimum of UK addresses is required for this
• Ability to work a shift pattern consisting of day and night shifts.