Second Line IT Support Analyst

**2nd Line Support Analyst - £26k-£30k**

SearchDATA Group is looking for a for an experienced Service Desk Analyst to join a busy Second Line team with a professional services firm based in Leeds. As a Second Line Analyst you will be the second point of contact for end users and a representationalface of I.T. for end users who require support.

You will deal with all escalations acting as a liaison between the 1st line, Field Service and 3rd line teams. You will work closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated to therest of the Service Desk team to aid future troubleshooting.

You will be responsible for ensuring all support incidents, requests and problems are logged in the company's ITSM toolset and are resolved in line with the I.T. departments SLA's according to the teams SOP's. You will act as a mentor for the 1st line teamand will help promote a shift left culture enabling faster call resolution for the end user community.

**Salary & Benefits**
- Basic salary £26k-30k DOE
- Flexible working arrangements
- Pension - 5% employer, 3% employee
- 4 times death in service
- Cycle to work scheme
- 25 days holiday

**Key Responsibilities**
- Ensure that thorough investigation has been completed ensuring all relevant details have been recorded in the company's ITSM toolset and calls are deal with in line with the departments SLA's
- Maintain regular communication with the end user providing updates on the progress of their support request to a its resolution.
- Contribute to the teams Knowledge Base
- In the event of an MI (Major Incident) act as the Technical Lead for the Service Desk liaising acting as a bridge between the Major Incident Manager and the Service Desk Team
- Handle escalations and requests from end users and colleagues in a positive, helpful and constructive manor with the end goal being to maintain customer satisfaction
- Immediately flag any system problems or major incidents that are in the making with the Senior Service Desk Analyst and the 3rd Line support function so that the departments MI process can be implemented
- Complete daily, checks ensuring that checks are recorded, and any identified problems are addressed and dealt with appropriately
- Attend the departments Service Review meeting acting as a champion for the 2nd Line Support team
- Promote the businesses IT policies and procedures ensuring that they are adhered to at all times and breaches are reported
- Proactively identify process improvement opportunities and support continuous service improvement initiatives
- Support or implementation of I.T changes as and where required
- Act as a mentor to the 1st line team to help develop the team's knowledge, investigation and troubleshooting skill, and where appropriate organise training sessions with the 1st line team
- Proactively report any potential or confirmed breaches of the firms IT security policy to the Service Desk Manager and Information Security Manager ensuring that appropriate action has been taken to mitigate any identified risks
- Work with 3rd party vendors to aid the resolution of any support calls logged with 3rd party

**What you will bring**
- Minimum of 3 years IT support experience in an enterprise level organisation
- Good working knowledge of Active Directory, Group Policy, Windows Desktop (10) and Server OS (2012 to 2019), Antivirus, Drive Encryption (BitLocker), IP based Telephone Systems, Citrix, RSA SecurID, Microsoft Remote Desktop Services and Network Principles,dictation technologies.
- Strong investigation and troubleshooting skills
- Strong customer focussed support approach
- Ideally certified in Microsoft Technologies such as MCSA, MSDST or MCITP
- ITIL v3/4 certification or good working knowledge of ITIL principles
- Able to continually analyse and re-prioritise existing workload
- Preferably experience of using and creating scripts i.e. Power Shell & VBS
- Experience of Microsoft 365 administration an using SCC