Senior Support Analyst (24/7)

at  OneAdvanced

Role Introduction:
We are looking for an experienced Senior Support Analyst to join our Network Operations Centre (NOC) providing 24/7 infrastructure monitoring including response and resolution as well as providing technical support to our customers. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service in line with SLAs.
You will work on a rota basis which will involve working in a 12-hour shift pattern including both days and nights.

What You Will Do:

• Providing 1st and 2nd line support and fixes to infrastructure events and end users
• Providing front-line advice and service to all end-users on software and hardware related problems out of hours for any 24/7 customers
• Ensuring timely resolution of requests in line with a published Service Level Agreements (SLAs)
• Effectively perform Windows patching by harnessing your strong attention to detail and analytical thinking skills
• Escalation of requests and incidents where necessary working with resolver teams through to resolution.
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have:

• You will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
• Experience of using monitoring tools and management of alerts
• A good understanding and knowledge of ITSM practices and procedures
• Good knowledge of enterprise-level IT systems and services
• Experience in the co-ordination of issue resolution to agreed service levels and targets
• The ability to self-organise and prioritise workload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

What We Do For You:

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:
Advanced is one UK’s largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK’s most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at Advanced please click her

• Providing 1st and 2nd line support and fixes to infrastructure events and end users
• Providing front-line advice and service to all end-users on software and hardware related problems out of hours for any 24/7 customers
• Ensuring timely resolution of requests in line with a published Service Level Agreements (SLAs)
• Effectively perform Windows patching by harnessing your strong attention to detail and analytical thinking skills
• Escalation of requests and incidents where necessary working with resolver teams through to resolution.
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction