2nd Line Service Desk Analyst

5 days ago

London, United Kingdom Mainstay Recruitment Solutions Ltd - IT Jobs Full time

**2nd Line Service Desk Analyst**

**£32,000 + Exam Bonus & Benefits**

**Hampstead, London**

Are you looking for a new opportunity based in London working for UK’s leading service providers? Look no further

2nd Line Service Desk Analyst role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets.

The role will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and users. In return my client is offering a competitive salary, exam bonus along with greatbenefits.

**Responsibilities**:

- Dealing with 2nd line assigned tickets, providing support over multiple channels.
- Diagnose and resolve technical hardware, operating system and software issues, ensuring highest level of customer satisfaction
- Escalating tickets as and when required using internal guidelines.
- Liaising with partners and third parties to resolve customer issues.
- Adapting to changes in standards, processes and job role based on company requirements
- Respond to requests for technical assistance in person, via phone or electronically on time
- Communicate the progress of resolution to end users and supervisors in a timely manner and make sure the customer is kept in the loop throughout the support life cycle.
- Log and update all help desk interactions on the provided service desk and business toolsets
- Stay current with system information, changes, updates and the latest technological advancements.
- Communicating solutions, problems, recommendations, training needs and opportunities to the immediate supervisor.
- Documenting necessary guides and maintaining IT Audit system
- Track and route problems/requests and document resolutions with the provided service desk and business toolsets
- Obtain Microsoft & other related technical certifications

**Skills/Experience**:

- Experience troubleshooting and supporting Citrix environments, both end user and core architecture (XenApp/XenDesktop, Netscaler, Director, Studio)
- Operational knowledge of Hyper-V, Virtual Machine Manager, clustered services (failover cluster manager), V-Sphere
- Experience troubleshooting and supporting storage environments (NetApp and/or 3Par advantageous but not essential)
- Experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions (Datto and/or Microsoft DPM advantageous but not essential), antivirus software, and networking
- Knowledge and experience in MS Exchange platform and knowledge in SCOM and SCCM would be an added advantage
- In depth knowledge in TCP/IP, DNS, DHCP, IIS, Active Directory, RDS, Group Policy, LAN, WAN and wireless technologies, switch and router device configuration and troubleshooting (preferably Cisco and/or HPE/Aruba)

Interested in this great opportunity? Get your CV over for immediate consideration.

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