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2nd Line Support Analyst

3 months ago

London, United Kingdom Code Red Associates Full time

**1st/2nd Line Support Analyst**
**North London**
**£33,500**
- Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.
- Respond to Service Desk phone calls/tickets as needed, focusing on 2nd line tickets and activities, and taking on tickets escalated by the 1st line helpdesk. Escalate when necessary to the 3rd line Service Desk Analyst.
- ITIL service desk ticketing systems
- Excellent troubleshooting skills and delivering high levels of customer service.
- Strong knowledge of Microsoft Windows 10
- Strong knowledge of Office365
- Good knowledge of Microsoft Windows server 2012 Active Directory
- Good knowledge of Citrix Xendesktop
- Knowledge of Pull printing, (Xerox, Ricoh)
- Knowledge of Exchange Online/Exchange 365
- Supporting and administering mobile devices (laptops, smart phones, tablets, Apple IOS, Android).
- Microsoft MCP or above.
- Knowledge and understanding of TCP/IP, DNS, DHCP.
- Experience of working with VMWare
- Knowledge of VOIP (Cisco, Mitel)