2nd Line Service Desk Analyst
- Recruiter
- Proactive Appointments
- Location
- Didcot
- Salary
- 32000.00 - 34000.00 GBP Annual + benefits
- Posted
- 05 Aug 2021
- Closes
- 12 Aug 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
2nd Line Service Desk Analyst
We have a brand new client who are looking to enhance te already talented team with a new addition. They are looking for an experienced 2nd Line Service Analyst.
JOB PURPOSE
The IT Service Desk is the front line for the IT Division. They are the ambassadors for the team and the key point of contract for our colleagues/customers. The purpose of the job is to deliver great service consistently in every interaction with the IT Service Desk.
This role requires a dynamic, enthusiastic and proactive person who is able to work well individually or within a team supporting a range of different types of customers and systems.
As an IT Service Desk 2nd Line Analyst you will act as an escalation point for the IT Service Desk 1st Line Analysts. You will also be required to answer and log all calls when required in a timely manner (within SLA), and provide assistance, support and troubleshooting and escalating to the appropriate team when necessary.
Key Responsibilities
- Deal with inbound calls, emails and walk-ins from customers with technical issues and requests in a timely manner, capturing detailed information into the IT Service Management tool for each call.
- Manage personal workload, ensuring that all tickets are updated regularly
- Provide 2nd line technical support as required offering technical assistance and solutions
- Administration of Microsoft O365 Services. Teams, SharePoint, OneDrive, Office Applications. A good knowledge of using the ECP Portal, O365 Admin Console, O365 Security and Compliance and Azure Portal is required.
- Provide Guidance, training and documentation to the 1st Line Team.
- Conduct daily checks of all AV equipment.
- Deal with a wide range of support calls including Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible.
- Work closely with the 3rd line team for escalations and root cause analysis where possible.
Skills/Knowledge:
- Customer focused with excellent customer service skills.
- 2 Years experience in a 2nd line deskside support role
- Strong written and verbal communication skills - both face to face and over the telephone. Clear and concise telephone communication is essential.
- Keen focus on attention to detail.
- Advanced troubleshooting and administration skills for laptops, desktops, printers, Microsoft Windows (Windows 10), MAC OS and Microsoft Office.
- Proficient with Microsoft Office 365 suite; Teams, SharePoint, OneDrive, PowerAutomate and Enterprise mobility and security (MFA, InTune, Threat Protection).
- Proficient with Adobe Creative Cloud applications and Fonts
- Good understanding of JAMF and SCCM
- Understanding of networking, particularly Local Area Networks, plus DNS and DHCP
- PowerShell and Crowdstrike Antivirus knowledge would be beneficial.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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