Technical Services Analyst (LVS)

Reading/Hybrid 

The Opportunity:

 The Technical Services Analyst (LVS) is both a technical and operational role supporting 1^st Line Analysts and providing expertise to troubleshoot skills relating to the LVS portfolio of applications.

There is also a requirement to engage with internal and external stakeholders to resolve incident related queries and to provide major incident management.

The role will involve:

• Being an ambassador for LVS at every contact with external customers and internal teams alike – focussing on the customer experience; delivering world class service at all times.
• Troubleshooting complex IT problems and resolving issues within the boundaries of the role’s remit.
• Documenting common problems and liaising with DevOps and Development teams where resolution of a problem requires more detailed knowledge.
• Maintaining motivation and focus within a highly technical team, providing input into training requirements for more junior members of the team.
• Providing a focus on Knowledge Management and reducing Key Person Dependencies across the team.
• Conducting periodic skills gap analysis with 1st Line, Technical Services (LVS) and LVS DevOps resolvers, helping to identify and plan delivery of required training through all tiers.

About you:

You will be a strong communicator with excellent problem-solving skills and high attention to detail.

You will also have/be:

• Previous experience in a technical service desk role, varying hardware and software platforms.
• Staff supervisory experience would be an advantage, although not essential.
• The ability to understand user requirements and translate into technical solutions.
• A structured approach to troubleshooting IT and technical issues.
• An understanding of the LVS application portfolio (Dataweb; SPN; Q Mobile; VRM; Vantage Products).
• Ideally some exposure to Azure.
• IT Degree (or equivalent), CompTIA A+ (or equivalent) and ITIL v3 Foundation would all be an advantage