IS SERVICE SUPPORT ANALYST - Leeds

IS SERVICE SUPPORT ANALYST - Leeds

Location: Leeds , West Yorkshire Salary: Competitive Date posted: 24/05/2012 18:01 Job type:Permanent Company: William Hill Organisation Contact: Recruitment Team Ref: Totaljobs Job ID: 53673929

IS Service Support Analyst - Leeds

Its no surprise were known as the Home of Betting. We put the customer at the heart of everything we do and exceed expectations along the way.Before the betting process even starts, our support functions are on hand to make everything run smoothly. Our entire IT infrastructure is supported by a complex range of IT systems which keep everything in our shops, support functions and online on the go. For a business that relies so heavily on advanced technology, they're vital to everything we do. Working in such a fast-moving environment, our support services need to be as dynamic as the betting markets themselves.

An exciting opportunity has arisen to work in our IS Service Support Team based in Leeds. The successful applicant will be required to provide 1st and 2nd level IT support to all internal and external William Hill IT users. Managing all issues from receipt through to resolution within defined service and operational levels on behalf of the user. To work closely with Problem Management to prevent recurrence of an incident. The nature of the role requires flexibility evenings, nights and weekends, as this is a 24/7 operation.

Main duties and responsibilities:

Record and respond to incidents and service request from business, suppliers and service teams

Implement techniques of incident and problem matching to restore service quickly by applying known error workarounds

Retaining ownership of more serious issues, managing 3rd line support and external suppliers

Aid in diagnosing the cause of the incident through a structured process of investigation coordinating both internal and external support teams as necessary

Provide full incident closure details including root cause analysis

Essential criteria:

Excellent verbal and written communication skills

High degree of customer focus and empathy

Good supplier management skills to co-ordinate the support activities of internal and external support providers

Application support experience

Experience of working in ITIL aligned environments using call / ticket management toolsets

Working experience in an IT support role

Good working knowledge of operational support processes

If you have the skills we are looking for and have experience of working in a fast moving environment, we would love to hear from you. We are a fast pace forward thinking organisation in a unique industry so if you like a challenge and relish change youll be a perfect fit.