Senior First Line Analyst

The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.

Main Duties/Responsibilities

(attach further details if required)

**Day to Day Duties**
- As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
- Always meet customer expectations
- Communication internally and to customer should be on time.
- Reflected in work logs.
- Time management:

- Lunch & breaks = 1 hour daily in total
- Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.
- Monitor availability of the team’s time management, being responsible for cover and well being of the Service desk.

**Business Conduct**
- Professionalism when communicating to internal and external contacts/team members/management and customers.

**Ticket Logging**
- To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
- Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
- To ensure familiarity with client business imperatives, technologies and support processes.
- To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
- To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:

- Quickly identify, diagnose and troubleshoot
- Identify solutions, through either verbal, front line or Client authorised First Time Fixes
- Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales
- Accurate identification and assignment to resolver groups.
- Provide ‘proactive’ communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
- To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
- Potential overflow logging will be required (secondary analyst to other GSD customers).

**Incident Management**
- Regular end user/business management updates based on SLA
- Escalation within any support group or vendor to ensure real-time visibility of ticket status
- Accurate updates to reflect all events/activities/checkpoints
- Managing changes in severity or business impact, communicate accordingly to defined country, regional, global business or support management teams and End Users
- Monitoring validity of status (e.g. ‘with customer’) according to SLA, ensuring management of clock is documented and the result is a true reflection of the End User experience
- Management of ticket resolution with end-user, ensuring tickets are resolved with acceptance from the end-user or Global IT

Unless requested by user to unresolved (specific problem reported was not solved) a ticket, it will automatically be closed after 48 hours of resolution.

**Mailbox management**
- Management and maintenance of the mailboxes.
- Correct logging
- Filing away
- Advising users of references numbers

Proactive Improvements
- Proactive development of ‘First Time Fix’ solutions, based on regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues.
- Provision of Interactive Knowledgebase to all Support Groups, to ensure consistent, real-time support to all end-users, regardless of time zone, location or system.
- Feedback via Account management team of suggested improvements.

**Problem Management**
- Identify and manage multiple-related occurrences, creating higher level problem tickets and communicate progression of resolution to defined country, regional or global business or support management teams.

Third Party Management
- Facilitation and co-ordination of activities for all Client 3rd party vendors contracted directly to Client Global IT.
- Facilitation and co-ordination of activities for all ‘local’ Client Third Party Vendors within the supported geographies defined in Contractual Agreement.
- Management and co-ordination of activities for all ‘local’ Client Third Party Vendors worldwide, where documented and transitioned.
- Management and co-ordination of Hardware support for all in-scope equipment installed within the CC Data Centres.
- Facilitation and co-ordination of activities identified within the Disaster Recovery solution.
- Management and co-ordination of