2nd Line Support Desk Analyst
2 weeks ago
**2nd Line Support Desk Analyst**
**Permanent Hybrid - between Nottingham/Leicester**
**£25K - £27K DOE + company benefits
**My Client is a leading national firm looking for a 2nd Line Support Desk Analyst to join their multi-functional IT team, as part of the firm's Business Operations group.
As a 2nd Line Support Desk Analyst you will work alongside 1st/3rd Line Support in order to maintain IT systems, understand and resolve technical issues in a prompt, professional manner.
**Key duties as a 2nd Line Support Analyst will range from**:
- Ownership, monitoring, tracking, and communication about incidents assign to the relevant IT Support Team
- Resolving IT support incidents and service requests within agreed SLA timeframes
- Recording, ownership, monitoring, tracking, and communication about incidents
- Investigating and diagnosing incidents escalated from the Service Desk/IT Support
- Escalating incidents to IT Management/External Vendors
- Providing desktop hardware and software support
- Updating Service Desk systems in accordance with internal procedures
- Delivering remote support for home workers
- Onsite Support for designated locations
- After identifying the issue, you will talk the first line support staff or end-user through the required steps to resolution or escalate to third line support as and when necessary.
- Work with the IT Systems Team Lead and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
- Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Maintain a strong customer focus at all times.
- Occasional requirement to stay overnight in a hotel to complete jobs which required long distance travel or out of hours work.
**We are looking for the following skills and experience in our 2nd Line Analyst**:
- Educational Requirements - GCSE/A Levels/Degree (as per company minimum requirements)
- A minimum of 12-18 months’ experience working in an IT service desk environment
- Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365 with knowledge of supporting Windows operating systems
- The ability to provide full user account management
- A knowledge of printer and network troubleshooting
- Excellent communication skills and committed to delivering excellent levels of service to clients at all time
- Proven problem solving skills
- Excellent personal organisation, the ability to prioritise and carry out multiple tasks
- Strong customer service approach and a team player.
- Strong work ethic and ability to work in a dynamic work environment.
- Must have a driver's licence with 1 years driving experience.
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