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Specialist 2nd Line Support Analyst

  • Location:

    Nottingham, Nottinghamshire

  • Sector:


  • Job type:


  • Salary:

    Up to £10.97 per hour

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  • Published:

    about 2 months ago

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Job Description

Ministry Of Justice OPG

Location: Office of the Public Guardian, Nottingham

Job Title:Specialist 2nd Line Support Analyst

Hours: 37Hours

Pay: 10.97ph

Duration: Approx 6 Months

We have an exciting support opportunity to work with OPG, working onsite for part of the week. The kind of work that team does includes supporting users with software and hardware IT queries both onsite and remotely, supplying users with IT equipment, collaborating with other teams within Specialist Support to triage, investigate and resolve user support needs via ServiceNow and functional mailboxes. The team connect with a wide range of users experiencing many different types of technology support needs, so a sensitive and considerate approach to all users is essential. The successful candidate will manage incidents and resolve them within the Service Level Agreement and will have awareness of performance objectives.

Key Responsibilities:

? Regular onsite presence at both OPG site locations, Nottingham and Birmingham, to provide face to face support delivering excellent customer service. travel will be required between locations.
? Responding to incoming support queries via a ticket managing application, ServiceNow
? Managing multiple functional mailboxes
? Rebuilding and deploying laptops with asset management control applied
? Provide software account administration for OPG users as requests come in
? Provide Digital Apple Mac users with G-Suite and O365 access
? Attend daily calls
? Assist with deploying mobile technology, this will include mobile handsets, tablets and mobile broadband devices (MiFi)
? Take delivery of hardware and to secure it safely on MoJ premises.
? Liaise with colleagues and re-direct complex tickets to the appropriate team with specialist skills, whilst maintaining communications and regular updates to users.
? Create and maintain standard documentation
? Achieve targets
? To comply with health and safety standards, the post holder will be required to perform cable management on workspaces across the estate, this will involve accessing the underside of desks.
? Infrequent weekend and out of hours working may be required to accommodate operational needs.

Person Specification


? Customer service and support skills
? Being a team player with the ability to work independently, be a self-starter and own customer issues through to resolution
? Experience with handling prioritisation on time sensitive problems and escalations within corporate environments, working to deadlines
? Good Communication (Written & Oral)
? Detailed understanding and a working knowledge of Microsoft Office 365
? An awareness of the Equality Act 2010

*Please note working for the Ministry of Justice will require you to have photographic ID. This can be a Full-length Birth Certificate supported by a driving or provisional licence in your current address OR an in-date passport*
You will need to be security checked to Basic DBS Level and fully referenced for the last 3 years.

Please apply online with your current CV in WORD FORMAT to our Nottingham PSR team. Should you require any further information, please contact us.


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