Network Support Analyst

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

We have an excellent opportunity for a Hybrid Support Analyst, you would be working part of the time from home and part from our Kennington Park office in London.

You will be working on a shift basis: 

37.5 hours per week, 7am-7pm Mon – Sun Day Shift on Rota

7 pm -7am Mon -Sun night shift on Rota

There will also be overtime and on-call.

Key role responsibilities:

• Answer all incoming calls via Phone, portal and emails and log them onto Service Now platform to ensure that the service level agreements are met.
• Constantly monitor outstanding job stack and ensure all jobs are progressed in a timely manner and within SLA
• To first time fix an issue within the agreed SLA, using our in-house systems, Third Party and the Metropolitan Police Service systems.
• Evaluate problems effectively and escalate calls to engineers, third parties, suppliers, Customers and Duty Managers.
• Undertake monitoring of Airwave network using supplied toolsets
• Undertake Event management duties as requested by the customer
• Manage any high severity or Major incidents in accordance with relevant process and procedures
• Initiate contingency plans in the event of any operational failure.
• Undertake Insite CDR analysis and Impact Assessment
• Ensure all Service desk incidents are handled in accordance with the contractual agreement

Qualifications

Previous experience in a Service Desk Environment is Essential
Strong and confident communication skills and the ability to manage a busy and demanding workload
Experience of Service Now would be a huge advantage, as would Radio Communication knowledge

You must be comfortable with shift work and working on-call

Additional Information

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan 
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.