2nd Line Support Analyst - Deskside
Role details
Job location
Tech stack
Job description
The successful candidate will be a technical escalation point, performing comprehensive diagnostics of technical issues and using your analytical and problem-solving skills to find ways to resolve complex technical issues.
As part of a team, you will provide deskside technical support and assistance to a diverse range of internal users and systems, both locally and across other company sites in the region.
The team is responsible for incident management, fulfilling service requests, assembling IT hardware, conducting IT handovers for employees, and overseeing application upgrades. This includes ensuring installations are managed effectively and that proper change management governance is adhered to.
Perform an in-depth diagnosis to assess the impact of the incident and resolve or escalate accordingly.
Ensure a timely resolution of incidents and service requests according to SLAs and adhere to ITIL standards.
Key to this role is the ability to use your excellent interpersonal and communication skills to deliver superb levels of customer service, supporting the day-to-day operations of the organisation, ensuring the efficient use of their IT equipment and business applications.
You will work closely with the Service Desk and 3rd Line IT Teams, bridging the gap and following escalation procedures to help users resolve their issues.
This is a busy environment and will require dealing with a wide range of differing problems and solutions, so no two days are the same and would suit a candidate keen to avoid the mundane!
Proactively identify potential service impacts and escalate to the Service Desk Leaders
Contribute to the IT knowledge base, helping develop and maintain self-help IT support materials to support users and reduce support demand, as well as train junior members of the IT Service Desk Team.
Requirements
Do you have a valid Driving License license?, Do you have experience in Technical support?, * Demonstrable experience in a 2nd Line Desk Support role
- A strong working knowledge of Windows 11, Microsoft 365, and networking concepts
- Microsoft Exchange Online, Citrix, Intune, Azure AD,
- Ability to support hardware: desktops, laptops, printers, and mobile devices
- A solid understanding of core networking principles.
- A Degree in IT or qualifications in ITIL, CompTIA, and Microsoft will be beneficial.
- A friendly approach to problem solving
- Excellent relationship and stakeholder management skills
- Passion for delivering a high-quality customer service experience and ongoing service development
- Able to work own initiative and work without supervision
- Well-developed analytical and problem-solving skills
- Strong interpersonal and proven communication skills - capable of engaging and building rapport
- Proactive team player with an enthusiasm for problem solving, planning and prioritising a complex and varied workload.
- Willing to work onsite Monday-Friday
- Desire to pursue ongoing professional development to stay current within the technology arena.
- A full UK driving licence is essential, as the position requires supporting several sites across the region.
If you are an experienced technical support professional / 2nd Line (Deskside) Support Analyst with excellent interpersonal skills and a thorough, methodical and flexible approach, then we need to talk!
Benefits & conditions
As an employer, they pride themselves on their commitment to a better, sustainable future for generations to come - the company culture is based on the freedom to change, improve and innovate. There is an excellent career structure and reward package available, including an attractive salary structure and a comprehensive benefits package.
