Second Line Support

4 weeks ago

Nottingham, United Kingdom Shakespeare Martineau Full time

Second Line Support


Are you experienced in Second Line Support and interested in developing a great career and looking for a new challenge?


If so we’d love to hear from you


What we can offer you....


  • A culture of trust and empowerment with responsibility and autonomy over your work and the freedom to manage when and how you do it
  • The support and encouragement of a great team behind you and friendly partners who all want to help you thrive
  • Exposure to excellent development and collaboration within your team
  • A competitive package with amazing benefits


The Opportunity:


We are looking for a Second Line Service Desk Analyst to join our multi-functional IT team, part of the firm’s Business Operations group.


The working hours will be 37 hours per week, working between the hours of 7.00 am and 7.00 pm Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required.


Your key duties will be:


  • 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 – travelling to other offices may be required


What you'll need:


  • A minimum of 2-3 years 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 times
  • Proven problem solving skills
  • Excellent personal organisation, the ability to prioritise and carry out multiple tasks


Meet the team:


Our IT team is responsible for providing clients and staff with high quality relevant technology, customised systems and superior service and support to ensure our business needs are always met.


The team is around 30 strong and includes talented architects, project managers, developers, engineers, analysts and service desk support people.

This is an ever changing and exciting area to work in as we constantly look for new and innovative ways to provide the most effective solutions to the business.


Want to know more about us?


It’s the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams, together we win. As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do


We believe in trusting our people to make the right decisions for themselves, from when and where you work, to how you dress; we focus on outputs.


How we work


We embrace agile working and offer a blended approach to where and how we work. We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Bristol, Edinburgh, Leicester, London, Lincoln, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be predominantly home based with travel as required into Birmingham or one of our other West Midlands hubs


Please note - This role will be based in our hub in Leicester


Our standard office hours are Monday – Thursday 9.00am to 5.30pm and Friday 9.00am – 5.00pm. Due to the nature of this role candidates will need to be flexible in terms of working hours; in addition to our standard hours cover will be required during evenings and weekends.


Additional information


Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.


Equal opportunities


Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

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