1st Line Support Analyst

## 1st Line Support Analyst Apply locations:
Cumbria:
Cheshire time type:
Full time posted on:
Posted Todayjob requisition :
R2128029
*
* Title:

** 1st Line Support Analyst
** The Programme and Project Partners (PPP) model was mobilised in 2019 with the purpose of transforming major project delivery at the Sellafield nuclear site.
**** The partnership is delivering a 20-year pipeline of major infrastructure projects to support the decommissioning of Sellafield and to create a clean and safe environment for future generations.
**** In delivering its pipeline of large-scale infrastructure projects, PPP is creating opportunities for its people, supply chain, economy and communities.
**** K ’s rapidly growing nuclear team of teams is working at the forefront of the UK’s nuclear space on some of the most exciting new-build, defence and decommissioning programmes.
**** K  was recently named a “Great Place to Work-Certified” company, an honour that underscores the company’s commitment to being a UK employer of choice for people who want to do work that matters.
***** Due to the nature of our work and security requirements, K  does not offer sponsorship for this role.  We can only consider applicants with the right to live and work in the United Kingdom
***** Job Title**:
Digital Help Desk Analyst (Level
1)    
** Reporting to:
** PPP Digital Operations Lead
*
* Location:

** Cumbria / Warrington, 2 / 3 days per week on site with travel to opposite site potentially once per month
*
* Job Description:

** The role is part of the PPP Digital Operations Team who provide support to the Common Data Environment (CDE), a collection of circa 50 applications platformed on a hybrid public, private Microsoft Azure based cloud. The PPP Digital Operations Team is integrated into the wider Sellafield Enterprise Information Services Organisation sharing common processes, policies and tools. As a Digital Help Desk Analyst (Level
1) you will be the primary contact point for users requiring support with Digital systems or requesting Digital services.

The role provides a pathway to improving your Digital skills and the opportunity to diversify into other technologies and capabilities.
*
* Role Responsibilities:

**** Main duties include:
** The Digital First Line Support Analyst will be responsible for:
* Engagement with users via telephone, email and chat as the primary point of contact to troubleshoot technical issues related to software, hardware and configuration components of a computer system.
* The role will also record and process requests for IT/Digital services such as Starters, Leavers and Movers, software installs, hardware requests, access and permissions changes and other items from a Service Catalogue.
** Specific:
**** The post holder will be responsible for:
*** Recording details of users’ issues and using triage questions and IT support documentation to isolate a problem and identify resolutions.
* Where necessary you will determine if an issue requires escalation to other resolver groups within PPP or SL.
* You will update users with the progress of their request or issue and review the support queues to ensure Service Level targets are achieved.
* Liaise with other Digital team members to schedule appointments with specialists to help users resolve complex issues.
* Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.
* Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.
* Participate in service improvement by supporting preparation of analysis, reviews and reports.
** Experience, Skills and Knowledge:
**** Essential:
*** Experience of configuration and support for Windows 10 (11 and Windows 365 beneficial) including networking, TCP/IP, Internet connectivity and user profiles.
* Experience of configuration and support for Microsoft 365 end user tools including Outlook, Office suite (Word, Excel, Powerpoint...), Teams and SharePoint.
* Ability to read or listen to users and accurately and succinctly identify the need and record it…