IT Support Analyst - 2nd Line

Location
London, England
Salary
£28000 - £30000 per annum
Posted
15 Sep 2017
Closes
13 Oct 2017
Ref
00073507
Contact
Recruitment Genius Ltd
Sectors
IT, IT Support
Contract Type
Permanent
Hours
Full Time
This company is hiring for an experienced 2nd line IT Analyst to join their friendly corporate team in London.

Position Expectations
- Manage Global ticket queue; Ensure timely and quality closure of trouble tickets and service requests in accordance with established SLA's, 24x7.
- To provide system; servers & application support to all company users.
- Prioritize Service requests / incidents based on severity and workload; as well as manage all deadlines.
- Follow their Global Information security policy while making any infrastructure changes & providing technical support.
- Build, install and deliver PCs as required by the business
- Build, support and maintenance of their UK server environment.
- Communicate effectively within the company and with clients to help promote a culture of mutual understanding
- Act as a resource for employees regarding any computer questions or applications, in person and through the use of an IT ticket system, including working with customer IT departments to resolve issues.
- Responsible for developing computer information resources, IT procedure manuals and disaster recovery processes for the company as assigned.
- Responsible for consulting with users, management, vendors and technicians to assess computing needs, system requirements, installation or repair time, costs, resources and materials needed.
- Responsible for meeting reporting requirements, including but not limited to metrics.
- Responsible for staying current with advances in technology, new software applications and new hardware in order to serve as an advisor to other employees.

Personal Success Characteristics
- Along with IT proficiency, this position requires the ability to meet deadlines paying close attention to detail throughout.
- Expert ability to operate standard office equipment, including telephones, personal computers, printers etc.
- Ability to multi-task and take part in multiple projects at any given time, as well as perform accurately under time pressures and constraints in an environment of multiple demands and distractions.
- Initiative and good judgment, functioning well under pressure and able to switch gears at a moment's notice.
- Customer service oriented, demonstrating flexibility and responsiveness at all times.
- Willing and able to be flexible in working practices
- Creative thinker skilled at solving problems for users
- A detail oriented, well-organized, self-motivated, problem solver who can work independently.

Technical requirements:

- Demonstrable advanced level of hands on efficiency in all Microsoft Office Products.
- Extensive experience in PC support, Microsoft Operating Systems Windows 7/10, Active Directory, Microsoft Exchange 2010, Server 2012R2 / 2016
- Remote working and connectivity tools such as WebEx, LogMein, Dameware.
- ITIL or IT Service Management experienced
- Smart Phone and Mobile Phone Support
- Document Management Systems and SharePoint

Location:
London with occasional travel.

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