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2nd Line Support Analyst

3 months ago

Edinburgh, United Kingdom Franklin Fitch Full time

Join Our Dynamic IT Operations Team as a 2nd Line Support Analyst


Apply below after reading through all the details and supporting information regarding this job opportunity.

About the Role

The IT Operations team is looking for a dedicated Service Desk 2nd Line Support Analyst. This vibrant and friendly team spans multiple sites across the UK and includes Service Delivery Management, Infrastructure, and IT Security.

Why This Role?

  • Diverse and Exciting Work: No two days are the same The analyst will engage with various IT Operations teams, solutions, project management, and users across the UK, Europe, and Asia.

Key Responsibilities:

  • Provide 1st and 2nd Line remote and desktop support
  • Offer onsite IT support within the Leeds office
  • Lead Incident Management onsite
  • Monitor call queues to ensure service levels are met
  • Collaborate with other analysts for initial triage of HD Service Desk calls
  • Contribute to and facilitate knowledge sharing
  • Help identify and resolve underlying problems and trends
  • Administer Audio/Video & Video Conferencing systems
  • Provide ad-hoc support for key business users
  • Complete tasks following ITIL standards

What We’re Looking For

Essential Skills:

  • Experience on an IT Service Desk
  • Proven 2nd Line support in a Windows 10 / Office 365 environment
  • Enthusiasm for excellent service
  • Excellent customer service skills, with experience liaising directly with senior stakeholders
  • Strong knowledge of Windows 10, MS Office, MS Server, AD, network terminology and functions, and hardware (laptops/desktops/printers)
  • Ability to stay calm under pressure
  • Experience with ITIL-based processes
  • Awareness of cyber security threats

Desirable Skills:

  • Familiarity with ITSM Software (Remedy, ServiceNow, Samanage)
  • ITIL Qualifications

What We Offer:

  • An engaging and supportive team environment
  • Opportunities for continuous learning and development
  • The chance to work with cutting-edge technologies and global users