Infrastructure Analyst

An exciting new opportunity has arisen at a leading law firm in Leeds for an infrastructure operations analyst. This is an office-based role that requires a 4 on 4 off shift pattern comprising of two 12-hour days and two 12-hour nights, including Bank Holidays.

Reporting to the Infrastructure Operations Duty Manager, you will be responsible for proactively monitoring the internal systems using the company monitoring tools, ensuring all system monitoring alerts are processed in a timely manner and that incidents and changes are dealt with appropriately

Main Responsibilities:

• Raising and managing incidents via the ITSM system and other BAU tasks.

• Ensuring that all customer problems are resolved to a satisfactory conclusion.

• Ensuring the team’s knowledge base is kept up to date.

• Ensuring all Incident OLA and SLAs are met.
• Managing major incidents.
• Acting as a resource to the infrastructure team.
• Providing a professional service at all times.

Main experience and skills required:

• Experience and an understanding of Windows Server 2012 onwards, Microsoft SQL Server 2012 onwards, Microsoft Office and Network Technologies (WAN/LAN) and Remote Access.

• Experience of incident management on an ITSM system.

• Understanding of the creation of knowledge base documentation.

• Knowledge of system monitoring tools i.e. Microsoft System Center Operations Manager, Solarwinds and Squared Up.

• Logical approach to troubleshooting, diagnosing and resolving problems.

• Ability to work under pressure whilst demonstrating a positive approach to work.

To be considered for this role, you need to possess excellent communication skills (verbal, written and listening) including an excellent telephone manner and strong customer service skills.

This is an exciting role that offers a competitive salary and plenty of opportunity to progress.