The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the 2nd line IT Support Analyst is to provide second line software, hardware and network support for customers across multiple sites. Including but not limited to desk side support, server, network and other infrastructural support.
Reporting to the 2nd Line Team Leader, as a Second Line IT Support Analyst you will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail and in person (for walk-in customers).
As an IT 2nd Line support help desk analyst you will be responsible for providing 2nd line technical support, maintaining a high degree of customer service for all IT incidents and requests and take ownership of user support, troubleshooting, fault resolution and service management. Travel to other sites will be required so you will need to be a driver and have your own transport for this role.
To be successful as an IT 2nd Line Support Analyst you will need to demonstrate:
- Experience of working in a busy environment
- Previous Service Management experience (ITIL preferable)
- Excellent customer service skills and exceptional telephone manner
- Ability to participate and contribute successfully within a team environment
- Must have strong problem solving skills
- Experience in user support for applications
- Good knowledge of Windows 7, 10, iOS, android & other operating systems.
- Knowledge and experience Microsoft Office365 preferable
- Knowledge and experience of Microsoft Active Directory
- Knowledge and experience of Microsoft SCCM
- Knowledge and experience of Microsoft Windows Server
- Knowledge and experience within VMware\Virtualised environments
- Knowledge and experience with Citrix environments
- Solid knowledge and experience of TCPIP, DNS, DHCP, LAN, WAN, WLAN
- Good knowledge of Microsoft Office suite
- Self-motivated and have a ‘can-do’ attitude
- Ability to plan, manage and prioritise work load
- Full UK Driving license
This is an excellent opportunity and career progression is available along with free parking and great benefits. To apply for this IT 2nd Line Support Analyst role please send your CV today to Amanda at Tru Recruitment for immediate consideration.
With over 50 years’ experience, Tru Recruitment are acting as an employment agency for this vacancy. If you do not hear from us within 5 working days, we are sorry, but you have not been successful on this occasion, but please do not hesitate to apply for any future vacancies that we advertise or call us for our free career advice.