Level 3 Support Analyst

The Level 3 Support Analyst role is to provide escalated contact to end users so they can accomplish business tasks. This includes logging, prioritising, documenting and actively resolving 2nd line escalated end user requests and incidents within SLA. Problem resolution will involve the use of diagnostic and Service Management tools, as well as require that the individual give in person, hands-on help at the desktop level. They will also further troubleshoot problem areas in a timely and accurate fashion. They will require SC clearance.

Responsibilities

• Perform analysis, diagnosis, and resolution of ICT problems escalated from Service Desk for end users, and recommend and implement corrective solutions by way of structured change control mechanisms wherever needed
• Adheres to the Department’s Service Management Processes to ensure consistent support and delivery of IT Services
• Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and ICT equipment vendors.
• Develop help sheets and FAQ lists and managed knowledge for end user and IT consumption.
• To continually develop and apply diagnostic utilities to aid in troubleshooting.
• Evaluate documented resolutions and analyse trends for ways to prevent future problems.
• To learn about and alert Service Management Team to emerging trends in incidents and actively manage root causes
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Ensure that the resolution of Incidents, Problems and Service Requests remain on target and act as required to rectify impediments to their resolution
• Assist in software and hardware releases and roll-outs, including communication to the end users.
• Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs
• Take ownership of Problem Management – chasing outcomes for Problems, log new Problems from trends in incidents, advise Service Desk of Problem for linked tickets
• Support mobile application lifecycle – application assessments for testing/validation
• New starter/leavers management in Azure for FDIS
• SC clearance is required

Qualifications

• Office 365 use and administration
• HP hardware
• Experience required: ideally at least 2/3 years previous experience in a 2nd line support role

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