2nd line support analyst

2nd Line Support Analyst (30k to 35k depending on experience)

Permanent, full-time

Driving license required

Hybrid Working - After successful completion of induction period

2nd Line Support Analyst Core Duties:

• Reporting directly to the Support Desk Manager, responsible for delivering a VIP level of service for each employee and aiming to resolve issues without the need to escalate
• Incident - Following incident management processes and procedures in the lifecycle of an incident executing strong analytical skills couple with systematic checks to rapidly identify and resolve incidents to minimise impact to our employees
• Problem Management - Assist in the identification, information gathering and utilisation of root cause analyses techniques for problem tickets
• Request - Fulfilling request tickets that have either been assigned directly to you, received directly from a user interaction or picked up from the unassigned queue. Providing a first-class service completing requests to high standard, within SLA times, updating the ticket and keeping the customer informed
• Project Work - Taking full ownership for project tasks assigned to you. Keeping both your line manager and project manager regularly updated on progress and any scheduled commitments to tasks that may impact project tasks, requests and/or incidents. Delivery of agreed tasks within time and scope
• Resolve complex and contentious issues in a timely and professional manner
• Demonstrate all systems and web-based products to existing and new employees
• Ensure customer interactions are always an excellent experience
• Be actively involved in one to one and/or group training/familiarisation sessions
• Office Visits - You may be required to travel to other offices to provide support

Skills required:

• 4 years+ working in IT Support
• 3 years+ in a Senior / 2nd line role
• Good knowledge of MS365, Azure and Intune
• Manage and monitor MS365 services and desktop support
• MDM: IOS and Android devices, Laptops & Desktops
• FreshService or similar ITSM Ticketing System
• Excellent communication skills at all levels

Desirable experience:

• Meraki, Mimecast & DrayTek experience
• Maintain an active interest and keep skills up to date on MS365
• Industry related qualifications (ITIL, CompTIA A+ etc.)

What we offer in return for your hard work:

• Hybrid working. 1/2 days remote after successful induction period
• Competitive rates of pay
• 25 Days holiday excluding bank holidays
• Comprehensive induction programme
• Free learning and development