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Senior Support Analyst, 2/3rd Line, Microsoft

2 months ago

Berkshire, United Kingdom Henderson Scott Remote Work Freelance Full time

Senior Support Analyst - 2/3rd Line - Microsoft - Azure4-5 days on site in London£375 P/D DOE (Inside IR35)

The RoleI'm Engaged with a prestigious client of mine who are looking for a senior support analyst to act as the technical escalation point within the End User Compute function. This role will seek continuous service improvement through the IT Service Framework. Additionally, the role is responsible for proactively spotting trends in recurring incidents, and working to provide permanent solutions through the Problem Management process. A strong understanding of Incident, Requests, Change, and Problem Management is essential.

Responsibilities

  • Continual service improvement. Responsible for developing and managing the EUC Continual Service Improvement Plan. Is able to identify and explore opportunities for service and business improvement.
  • Drives analysis and identifies, prioritises and implements improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed
  • IT Service Management - Drive the development of the ITSM tool, including Service Catalogue, Automation, AI, and Knowledge Articles.
  • Process and Procedures. Responsible for ensuring all EUC Process and procedures are regularly reviewed, and updated.
  • Service Providers. Ensure that the service provided by managed service providers are delivering against agreed SLAs or statements of work
  • Change management. Represents EUC changes to CAB/ECAB due to incidents or problems to provide effective control and reduction of risk to the security performance and availability.
  • Manages service changes, configuration items, organisational change, and supplier change and associated documentation.

Qualifications

  • Qualifications in IT service framework
  • Understanding of Azure Fundamentals
  • Proven experience resolving end user computing hardware and software issues both onsite and remotely
  • Supporting Microsoft technologies including Windows 10 operating system, Office 365 applications and Active Directory
  • Advanced desktop support skills
  • MS Office 2013 and above
  • ITSM Platform Development
  • Ability to manage customer relationships, ensuring quality of delivery and offering expert advice across multiple areas of EUC
  • Excellent written and verbal communication skills
  • Change Management
  • Problem Management

Please send an updated CV if interested.