2nd Line Support
4 days ago
**ROLE: 2nd Line Support**
**LOCATION: London**
**TYPE: Permanent**
**SALARY: £36,500**
**OVERVIEW**:
**KEY ACCOUNTABILITIES**:
- Manage a wide range of incoming requests and incidents from across the organisation escalating through internal procedures as required
- Working within agreed SLA's to provide a seamless experience to all our employees and stakeholders.
- You will be supporting users with your expertise in Office 365, Azure, Active directory, Teams, SharePoint, and other cloud-based technologies within the organisation.
- Contribute to the design of internal processes, offering creative solutions and recognising opportunities for improvements to develop or refresh these as appropriate
- Provide support remotely and in person across our regional offices within the UK. This would also include providing support offsite for our key events
- Excellent supplier and stakeholder management to ensure the availability of business-critical services and hardware to the business
- Clear, concise, and informed communications with users and stakeholders while being customer-service oriented with a problem-solving attitude
- Provide expert support to our internal and external customers using our bespoke SAAS based blended learning technology products.
- Working on projects and tasks, contributing to continued service improvements.
- Managing incoming tickets, triaging and prioritising as appropriate, providing the customer with a first-class experience
- Ensuring you are supporting users in accordance to the service level agreements and communicating key updates
- Take lead in maintaining and ensuring the quality of all documentation, processes and knowledge base articles relating to the service desk support
- Attending daily Scrum meetings to highlight any support issues with the IT Operations team. Assist First Line Service Desk Analysts and other support functions during busy business periods.
**SKILLS & EXPERIENCE**:
- Extensive experience in efficiently managing ticket queues, SLAs and escalations. You can speak confidently to both technical and business users and turn customer issues into satisfactory resolutions.
- Strong problem-solving skills with the ability to think creatively as well as logically for prompt resolutions.
- Strong written and verbal communication as well as interpersonal skills, with a proven track record of delivering high quality customer service.
- Expert working knowledge of cloud-based technology products such as Microsoft 365, Azure, Active directory, Teams, SharePoint, CRM.
- Proficient working knowledge of computer hardware, networking, and cyber security.
- Proven track record of taking ownership of incidents, tasks or objectives using initiative to drive them to a conclusion.
- High level understanding of ITIL, with experience of supporting users and following processes in accordance with ITIL best practices
- Extensive experience managing assets in a CMDB, in accordance with asset management processes and procedures
- ITIL accreditation, CompTIA A+, Network+, CCT, CCNA or MTA Certification
- Working knowledge of Agile and Scrum methodologies
- Salesforce Administration experience
- Fresh Service, Zoho Assist & JIRA experience
- Experience delivering projects and tasks to improve service offerings
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