Job ID: MS02034
Department: 24x7 Service Centre
Location: Didsbury
Position Type: Permanent
Shift Pattern: 24x7 Shifts
Closing date: 18th November 2013
We currently have an exciting opportunity for a 3rd Line Service Centre Analyst based from our office in Didsbury, Manchester.
The role will be responsible for providing high quality Incident Management, in accordance with ITIL best practice, on all reported Incidents, Changes, Problem and Service Requests affecting all aspects of IT Infrastructure supported by Calyx across our entire customer base.
The position will be responsible for ticket ownership in line with operating procedures liaising with multiple engineering resolver groups, 3rd party organisations, and customers. Full ownership will be required on tickets at an appropriate technical level.
The role will operate on a defined shift pattern, operating on a 24/7 basis, and will hold shift lead responsibilities.
Some key responsibilities of the role include:
• Provide initial support ticket logging (in line with applied ITIL framework, and current Calyx operating procedures) against customer contracts
• Own and provide appropriate, and required, technical support to a wide range of customers
• Provide technical escalation to appropriate resolver group – based on technical ability / geographic location
• Provide remote diagnostic / troubleshooting / resolving actions for reported customer issues
• Provide intelligent management of Calyx utilised Third Party Maintainers (TPM) / Vendors, including customer correspondence, where appropriate
• Maintain ticket ownership responsibility for Major Incidents
• Provide knowledge transfer to other support analysts/resolvers
• Work closely with all appropriate resource/resolvers (internal and external) to drive speedy, and professional, resolution.
• Drive SLA compliance
• Identify repeat issues - initiate, investigate, and apply resolving actions through defined Problem Management framework
• Represent Changes in Calyx Cab
• Shift Lead responsibilities
It is expected that the successful candidate has extensive appropriate experience of working in a technical / helpdesk customer facing role, providing a high standard of technical skills, with excellent customer service, both verbal and written. Working experience of managing a technical team is advantageous.
To be successful you must have:
• Working knowledge of operating within an ITIL framework, ideally with an ITIL Foundation qualification
• Working knowledge of supporting networking / security devices, ideally working to / have a CCNA qualification
• Working knowledge of supporting users on Microsoft OS and applications. Required to hold recognised Microsoft certification (MCP, MCITP, MCTS, MCSA, MCSE, etc…)
• Required to have knowledge Microsoft Infrastructure applications including AD, and Exchange. Ideally to also include knowledge of SQL, SCOM, and SCCM
• Working knowledge of virtualised environments – including: VMWare, Citrix, HyperV. Advantageous to hold VCP, CCA certifications
• Understanding of server hardware - including ILo / DRAC, RAID configuration, SANs, system management software, etc…
• Working knowledge of AV and Backup software packages – including: Backup Exec, Asigra, McAfee, Sophos, Symantec, etc…
Please send your CV and Cover Letter to
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