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2nd Line Support-inside Ir35-onsite
4 months ago
**2nd Line Support-Inside IR35-Full Time Onsite**:
- The Desk Side and Technology SupportAnalyst is responsible for the resolution of all 2nd Line incident and service requests within their region.They will have a good understanding of technology and demonstrate excellent customer service skills.
**Key Deliverables/Responsibilities**
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelines
- General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
- Support the set-up of new offices, sites or projects across the local region
- Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
- Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
- Act as an escalation point for 2nd Line support issues
