1st Line Support Analyst

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.

KBR’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.

KBR 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, KBR 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 on the Service Now system.

• Information Technology Infrastructure Library (ITIL) Foundation qualification.

• Ability to triage issues using pre-prepared scripts or your previous experiences and subsequently implement fixes yourself or escalate to other resolver groups.

• Ability to oversee and manage request and incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.

• Very good interpersonal skills.

• A strong aptitude for problem-solving and attentiveness to details.  

• Ability to work at pace and under pressure to deliver trusted analysis and information.

Preferred:

• Experience of Windows Server / Microsoft 365 management and support tools highly beneficial.

• Microsoft Certified – M365 Fundamentals / Endpoint Administrator Associate – preferred but not essential.

• Microsoft Certified – Azure Fundamentals – preferred but not essential.

• Experience of Microsoft Intune and Azure Portal including user and application administration highly beneficial.

• Experience of TCP/IP network problem identification and resolution highly beneficial.

• Experience of Service Now and ITIL practices including maintaining key registers.

• Experience of using collaborative and remote administration software such as Teams and Remote Assist.

Core Competencies:

• Communication skills – be articulate and engaging.  Demonstrate ability to listen and play back issues to get a clear understanding of problems.

• Organised – able to monitor and manage multiple on-going support incidents and services requests.

• Accurate – records and communicates technical information correctly.

• Building Relationships – able to engage with and maintain productive relationships with a wide range of people with differing skills and experience.

• Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.

• Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.

• Drive – has the energy, enthusiasm, and a can do, will do approach to deliver the best service possible.

• Flexibility – adaptable in responding to change and uncertainty to deliver and add value.

Behaviours:

• Listening and composed

• Detail Oriented

• Organised

• Communicator and Collaborator

• Passion for Success

• Team Player

• Empathetic and Considerate

• People & Skills advocate

• Adaptable to Change

• Resilience

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