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3rd Line Support Analyst

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Job Description

What's in it for you:

Salary: £55000 – £65000 per annum

Location: Remote working, twice a month travel to offices based in London or Nottingham.

Duration: 6 months fixed term contract

Key benefit: 4-day working week. You do not work Fridays!

Benefits: Private healthcare, pension, Employee Assistance Programme and Mental Health Cover, 50% off Fitness First

Job purpose:

We are working on behalf of a growing data organisation looking to recruit a 3rd Line Support Analyst on a 6 month FTC. The role involves assisting staff across 2 sites in London and Nottingham, as well as remote workers. Candidates should possess extensive expertise in various Microsoft technologies, such as Office 365, Azure, and Power BI.


* Proactively resolve all service tickets within agreed SLA.

* Proactively resolve Dynamics CRM and PowerBI tickets and requests

* Serve as an escalation point for delivering 3rd line support.

* Actively monitor and review system alerts.

* Create and maintain comprehensive IT documentation.

* Manage inventory and procure quotes as needed.

* Collaborate with the Compliance and Data Privacy team to support configuration and implementation.

* Assist the project department with technology-related projects.

* Support the business with reporting and Power BI requirements, leveraging support from a 3rd-party provider.

* Review existing systems and ways of working, making recommendations at the end of the contract as part of your handover.

Your typical week will look like:

Looking after tickets that come into the service desk – 15%

Documenting all IT systems and process – 10%

Supporting projects with IT recommendations and configuration changes – 10%

Working with InfoSec team to make recommendations and make security improvements – 10%

Working with our third-party MSP – 20%

PowerBI reporting and helping users with their dashboards – 20%

Support Dynamics CRM and escalate tickets to third-party as necessary – 15%

What you need to be successful in this role:

* Demonstrated proactive, hands-on approach to resolving service issues at a 3rd line level.

* Experienced in Microsoft 365 Admin and Mimecast administration, including MS Teams telephony.

* Proficient in Microsoft 365 Intune configuration and deployment, with expertise in conditional access.

* Familiarity with Power Platform and Power BI reporting and configuration.

* Able to innovate solutions and drive ongoing improvements.

* Exceptional troubleshooting abilities and strong teamwork skills.

* Understanding or knowledge of Sentinel/Defender suite would be advantageous

Job Summary

WC1V, Holborn and Covent Garden, Greater London Location
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