Out of Ours Support Analyst (SC Cleared)

We require 4 x Out of Hours Support Analysts (SC Cleared) for an initial 6 month contract role based on a client site in Milton Keynes to start ASAP.

Essential skills/experience required:

Experience of the below in an enterprise environment
MS Windows 2008//3/0 Server
MS Exchange 2003
Experience of backup strategies and messaging services
Good problem solving and analytical skills
Good interpersonal skills and an excellent team player.

Desirable would be any of the following:

MCP/MCSE accreditation
Backup software (Netvault, Backup exec etc.)
Any experience of service desk toolsets
ITIL knowledge/certification
Citrix, Unix or SQL.

Role: Out of hours Support Analysts required to support customers of bespoke products installed on the client's customers systems worldwide

The role requires monitoring a central email inbox for issues raised by email and answering telephone
calls from users, logging all incidents via the software tools (OVSD and Service Manager 9).
You will be responsible for attempting to fix at the first attempt each incident that you log.
You will be required to undertake basic system administration of local and overseas systems so a basic understanding of IT networks/Servers will be required but full on the job training will be provided.
To perform call logging and diagnostic problem statement recording in to the correct call logging software.
Attempt a first time fix on all service requests or events logged to achieve at least an 85% first time fix rate
Record time spent using specialist in-house time recording measures
Improve customer satisfaction levels
Adhere to SLA's.
To interact with customers and service integrators and maintain a regular level of contact with staff to provide regular updates on ongoing issues and take part in regular service meetings
Provide updates to the end users of progress on their incidents every 24 hours.

This role requires working a mixed pattern of shifts (early, mid, late) covering a 24 x 7 x 365 window (includes: Weekend and Bank Hols).Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.