Job Vacancy

2nd Line Support Analyst

Job Type:

Full-time, Permanent




Shefford, Bedfordshire, SG17

Overall Description

You will have excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales.

You will act as an escalation point for the 1st line Service Desk, researching and resolving more complex or time-consuming issues, however, you will know when an incident you are working on needs escalating to 3rd line. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.

On occasion you will be required to work out of customer sites.

Key Responsibilities

  • Provide support to customers via telephone, e-mail and remote access
  • Diagnose and resolve escalations
  • Creating knowledge base articles for First Line Service Centre Analysts to improve technical knowledge
  • Act as a technical escalation for First Line Service Centre Analysts.
  • On-site support when required
  • Windows 7 and Windows 10 Desktop Support
  • EPOS support
  • Handheld Support
  • MS Surface Pro Support
  • Exchange\Office 365 Support
  • WAN\LAN network troubleshooting
  • Basic Windows Server 2008 R2 – 2012 Support
  • Managed Build Support

Skills and Experience

  • Education qualifications required: GCSE Maths and English at grade C or higher
  • Education qualifications desired: A-Level Maths and English at grade C or higher
  • Professional Qualifications required: None
  • Professional Qualifications desired: Active and recent Microsoft technical qualifications
  • Willingness to participate in professional development specific to role
  • Minimum of 3 years’ Service Desk\Helpdesk support experience
  • Minimum of 2 years Active Directory experience
  • Minimum of 12 months Office365 support
  • Experience in using service desk applications to log and monitor support calls
  • Demonstrable Incident Management experience – Managing incidents including business expectations, communication and dealing with escalations
  • Exceptional analytical problem solving skills
  • Knowledge of both server and client operating systems
  • Ability to liaise and collaborate with authority to other service providers, as well as third-party suppliers
  • Use of remote control software for fault diagnosis and resolution
  • A knowledge of network topology, components and systems monitoring
  • Remote administration of workstations, servers, routers, network switches
  • General network connectivity/troubleshooting
Skills, Abilities and Competencies
  • Excellent communication & interpersonal skills, written and oral, confident with all levels of user up to and including director level
  • Strong experience of working on a corporate IT Service Desk / Helpdesk in providing 2nd line support
  • A strong, amiable and flexible team-player
  •  Able to work using own initiative
  •  User-focussed, empathetic and when appropriate, firm, approach
  •  Good attention to detail & quality
  • Excellent problem solving skills and evidence of strategic approach to fault diagnosis
  • Excellent documentation skills
  • Pleasant, confident and professional telephone manner
  • Having an excellent technical aptitude
Personal Characteristics & Behaviours
  • Strong customer service ethic
  • Very organised
  • Willingness to undergo training and learn new skills
  • Excellent communication skills – ability to explain technical details to non-technical customers
  • Ability to prioritise
  • Ability to work under pressure and tight deadlines
  • Positive ‘can do’ approach
  • Attention to detail
  • Ability to maintain professional working relationships with team and customers
  • Valid driving license
  • Own means of transport
Apply Now

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