2nd Line Support Analyst

• Provide support to customers via telephone, e-mail and remote access
• Diagnose and resolve escalations
• Creating knowledge base articles for 1st Line Service Centre Analysts to improve technical knowledge
• Act as a technical escalation for 1st Line Service Centre Analysts
• On-site support when required
• Support with: Windows 7 and Windows 10 Desktop, EPOS, handheld, MS Surface Pro, Exchange\Office 365, WAN\LAN network troubleshooting, basic Windows Server 2008 R2 - 2012 and Managed Build support
• Responsible for owning all incidents in your queue
• All calls (excluding third party) to be updated daily
• All calls to be prioritised in line with SLA, unless overruled by a P1, P2 call or, instructed by your senior
• If a call breaches SLA call customer to advise and let them know why and when next update is due
• When you start working on a call, contact customer to inform and clarify incident
• First means of contact should be via the telephone
• Responsible for updating all third party calls, these should be done via phone, not e-mail.
• Seniors responsible for monitoring analyst incident management
• Floor walking to assist all analysts
• No abandoned (personal) calls

On occasion, the candidate will be required to work out of customer sites whereby all travel expenses will be reimbursed. The candidate will also be required to assist in the preparation and dispatch of IT equipment

What is in it for you?

This company will invest heavily in you and your future and to assist in your personal development, the organisation will offer you up to 10 training days per year to invest in ongoing development.

They are looking for a service desk analyst to join their 2nd Line Support team who has excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales. The candidate 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 further escalation. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.

What is Required of you?

• 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
• Configuring and setting up of printers and print queues
• Microsoft Exchange
• MS Office Suite, * Active directory
• Azure active directory
• Microsoft 365
• Office 365
• Microsoft Azure

One of Microsoft's Gold Partner, a Cloud-first company who are recognised leaders in helping companies transform and innovate is hiring for a 2nd Line Support Analyst role. With a wealth of knowledge and experience, they help to organise with the successful deployment of the right technology to unlock their potential. Their friendly team of Microsoft Experts go that extra mile to ensure the success of their clients. * Shift based, average 40hours, (core working hours will be 07:00 to 19:00 Mon-Fri) * Hybrid working available This role will be based in Bedfordshire. They generally follow a hybrid approach to work, however due to the nature and requirements of this job, employees may be asked to work primarily from the office, especially during their induction period. After completing induction, a hybrid approach can be discussed with the line manager. Please ensure you have means to travel to the office., Cloud Decisions are proud to be part of Microsoft UK's Partner Talent Services and able to you to connect with some of the best cloud career opportunities within the Microsoft Partner Network. Our Talent Specialists are also Microsoft certified in Microsoft Azure and Microsoft 365, allowing us to have conversations at depth with you about your technical/consulting experience. Whether this role is right for you or not we can also connect you with other opportunities to suit your background.