2nd line analyst

4 weeks ago

West Yorkshire, United Kingdom Hays Full time

Are you a skilled IT professional with a passion for providing exceptional technical support? We are seeking a
2nd Line analyst

To join our dynamic team. As a key member of our IT support department, you will play a crucial role in ensuring smooth operations and outstanding service for our clients.
Responsibilities:

  • Technical Support:
    Provide 2nd line technical support to end-users, addressing hardware and software issues promptly and efficiently.
  • Incident Management:
    Take ownership of customer incidents or service requests, seeing them through to resolution.
  • Ticket Management:
    Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
  • Client Communication:
    Maintain accurate support tickets and provide daily progress updates to clients.
  • Escalation:
    Escalate incidents or service requests that require higher-level resolution.
  • Positive Customer Interaction:
    Build rapport with customers, focusing on their business needs and delivering excellent service.
  • Infrastructure Assistance:
    Assist with infrastructure tasks as needed.
  • User Security:
    Maintain user security across all systems.
  • Service Request Completion:
    Ensure timely completion of service requests.
  • Administration:
    Manage Active Directory, end-user devices, Office 365, and business applications.

Skills & Qualifications:

  • Experience:
    At least 4 years of experience in a commercial IT support environment, preferably within a Managed Service Provider.
  • Technical Proficiency:
  • Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
  • Proficiency in diagnosing and troubleshooting complex IT issues.
  • Knowledge of various versions of MS Windows, basic TCP/IP networking, Citrix, and MS Office (including Office 365).
  • Communication Skills:
  • Excellent verbal and written communication skills.
  • Ability to interact effectively with users at all levels.
  • Problem-Solving Attitude:
  • Proactive approach to resolving issues.
  • Ability to prioritize and escalate problems appropriately.
  • Team Player:
  • Collaborate effectively with colleagues.
  • Adaptability:
  • Thrive in a fast-paced and ever-changing environment.

If you are a dedicated IT professional looking for an exciting opportunity to contribute to a growing organisation, we encourage you to apply Join us in delivering top-notch service and technical support to our valued clients.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at


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