2nd Line Support

2 months ago

London, United Kingdom GCS Recruitment Specialists Ltd Full time

**Service Support Analyst - 12 Month Fixed Term Contract x2**

We are seeking two dynamic Service Support Analysts to join our growing team on a 12-month fixed term contract. This is an excellent opportunity to contribute to the development of our service desk, ensuring outstanding customer service and technical support.

**Role Responsibilities**:

- Generate reports using various sources, such as Active Directory, and analyse outputs using MS packages.
- Undertake corrective actions based on analysis results.
- Carry out administrative duties proficiently.
- Adhere to SLAs and Key Performance Indicators for call handling, record generation, and first-line issue resolution.
- Resolve incidents and provide effective IT guidance to customers.

**Requirements**:

- Experience in 2nd line support within a service desk capacity.
- Experience working within a public sector organization.
- Strong knowledge of laptop fault diagnosis and resolution.
- Excellent working knowledge of Windows PC, mobile devices, server operating systems, Microsoft Active Directory, network protocols, Azure admin, Office 365 admin, and Exchange admin.
- Understanding of security procedures and their implementation.
- Exceptional incident and problem management skills, including root cause analysis and solution implementation.
- Excellent troubleshooting, problem-solving, and time management skills.
- ITIL Foundation certification (higher-level certification preferred).
- Solid IT technical background and a degree-level education.

Please note that these positions are 12-month fixed term contracts.

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

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