Desktop Support Lead/Senior 2nd Line Support Analyst

13 hours ago

Birmingham, Birmingham, United Kingdom DGH Recruitment Full time £30,000 - £60,000 per year

Desktop Support Lead/Senior 2nd Line Support Analyst

A fantastic opportunity has arisen for a Desktop Support Lead/Senior 2nd Line Support Analyst to join our leading legal client on a permanent basis.

Desktop Support Lead/Senior 2nd Line Support Analyst

Responsibilities and Duties:


• Using the Incident Management tool to record and accurately create / update all Incidents/Requests in line with defined quality requirements.


• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.


• Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.


• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.


• Provide support at events and meetings in line with the business requirements.


• Ensure that desktop security configurations and practices are implemented and maintained in line with the company's policies and procedures.


• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.


• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base

Desktop Support Lead/Senior 2nd Line Support Analyst

Knowledge, Sills and Experience:


• At least two years' experience in a similar role.


• ITIL Foundation accreditation preferred.


• Strong knowledge of Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.


• Intune, Intra and Windows 11 knowledge.


• Familiarity with Windows administration and networking desired.

Desktop Support Lead/Senior 2nd Line Support Analyst

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