2nd Line Service Desk Analyst
2 days ago
**2nd Line Service Desk Analyst - 5 days onsite**
A big client of ours is looking for an experienced 2nd Line Service Desk Analyst - 5 days onsite.
**Job Purpose**
The IT Service Desk is the front line for the IT Division. They are the ambassadors for the team and the key point of contract for our colleagues/customers. The purpose of the job is to deliver great service consistently in every interaction with the ITService Desk.
This role requires a dynamic, enthusiastic and proactive person who is able to work well individually or within a team supporting a range of different types of customers and systems.
As an IT Service Desk 2nd Line Analyst you will act as an escalation point for the IT Service Desk 1st Line Analysts. You will also be required to answer and log all calls when required in a timely manner (within SLA), and provide assistance, support andtroubleshooting and escalating to the appropriate team when necessary.
**Key Responsibilities**
- Manage personal workload, ensuring that all tickets are updated regularly
- Provide 2nd line technical support as required offering technical assistance and solutions
- Ensure relevant tickets are escalated to the correct team/resource in a timely manner with the appropriate troubleshooting steps.
- Taking ownership, monitoring and tracing of open tickets and responding to tickets in a timely manner according to the defined SLAs.
- Ensure that processes and procedures are followed correctly to ensure a consistent approach to support across the team.
- Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.
- Provide Service Desk phone coverage when required.
- Administration of Microsoft O365 Services.Teams, SharePoint, OneDrive, Office Applications.A good knowledge of using the ECP Portal, O365 Admin Console, O365 Security and Compliance and Azure Portal is required.
- Provide Guidance, training and documentation to the 1st Line Team.
- Conduct daily checks of all AV equipment.
- Deal with a wide range of support calls including Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible.
**Skills/Knowledge**:
- Customer focused with excellent customer service skills.
- Strong written and verbal communication skills - both face to face and over the telephone. Clear and concise telephone communication is essential.
- Keen focus on attention to detail.
- Advanced troubleshooting and administration skills for laptops, desktops, printers, Microsoft Windows (Windows 10), MAC OS and Microsoft Office.
- Proficient with Microsoft Office 365 suite; Teams, SharePoint, OneDrive, PowerAutomate and Enterprise mobility and security (MFA, InTune, Threat Protection).
- Good understanding of JAMF and SCCM
- Understanding of networking, particularly Local Area Networks, plus DNS and DHCP
- PowerShell and Crowdstrike Antivirus knowledge would be beneficial.
- Self-motivated professional with ability to work both alone and as part of a team
- Possess strong problem-solving and analytical skills
- An excellent personal time-management with good prioritisation skills
- Able to create documentation and provide further training to 1st Line Analysts
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
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