2nd Line Support

15 hours ago

Bristol, United Kingdom Fusion People Ltd Full time

2nd Line Support

Location: Bristol

**Salary**: £27,145 + company benefits

Role Type: Full time / Permanent

This is an opportunity for someone to join our 2nd line service desk team. Working for the Service Desk manager within Digital Solutions you will provide 1st and 2nd level software support primarily for the Maritime CWE environment and associated infrastructurebased in Bristol.

Who we are looking for?

We are looking for an accomplished Application Support Analyst, with experience of Incident management. You'll be adaptable and won't be phased by changing priorities, actively seeking new ideas and techniques to take us forward into the future.

What will you be doing?
- Incident management - responsible for the receipt, diagnosis and subsequent fixing of faults as supplied by either the Service Desk Manager or directly from users in accordance with ITIL service management and ISO20000 best practices.
- Problem Management - Responsible for providing workarounds for users and undertaking root cause analysis
- Standards and working practices - responsible for compliance with DRDL standards and working practices for Service Support and Service Delivery and not to deviate from these without authorisation.
- Contributing to the provision of Service Management reporting requirements
- New account set up, password resets and licence management
- Database manipulation (includes updates, inserts, queries and scripting) on both Oracle and SQL.
- Configuration of new and existing Oracle Webcentre communities

The experience you'll bring
- A recent IT graduate or Application Support Analyst with a minimum of 3 years' experience.
- Must have excellent verbal and written communication skills and is capable of working under pressure to tight deadlines.
- Familiarity with ITIL best practices (Foundation qualified) and ISO20000
- SQL / Oracle database knowledge
- Oracle Webcenter knowledge
- Familiar with Helpdesk software
- Customer focused
- Can use their own discretion in resolving problems within their domain
- Flexible and willingness to travel (some overnight stays may be required)
- You must be prepared to work occasional evenings and / or weekends during release cycles.
- Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies onour website.

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