Location: Peterborough Salary: £65,000
Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
Work with team members to ensure a managed workload. Provide a point of technical escalation, expertise and mentoring for 2nd Line Engineers.
Provide assistance to Team members and Analysts as required. Ensure all implemented solutions are supported with documentation, training and expertise within the Service Desk and Support areas.
Provide support as part of the 24x7 out of hour’s rota.
Be available to provide remote service out of core hours.
Escalate potential service issues initially with Team Leader/Service Desk Managers/Service Delivery Managers.
Recommend and deploy changes via the change management process when required. Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
Actively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. Work with consultants to better understand issues and resolutions.
Provide technical assistance to on-going projects and the transition of new customers when required
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