2nd Line Analyst / 2nd Line IT Support Engineer / Web Analyst
Job Title: 2nd Line Analyst
Salary: Competitive with performance bonus and excellent benefits
Exceptional prospects. Meaningful work. Superb benefits. Whatever you're looking for in your next career move, there are all kinds of reasons to join the Company. They're an international business with a single vision to resource the world. And they're achieving that by providing innovative solutions that help industries, cities and communities to use energy, water and waste more sustainably. It's a huge operation, involving the talents of over 174,000 employees across a wide range of roles. But no matter what they do, they're all united by a shared passion and ambition - to provide smart environmental solutions that make a real and lasting difference. Join them and you'll play an important part in achieving their vision
Where you'll work:
As a 2nd Line Analyst you will share responsibility for the successful day-to-day operation of the Service Desk's 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements.
You will be based at our sites in High Wycombe or our London Head which is a modern open plan environments designed to foster an open and collaborative working culture which underpins the way they work at The Company
Their business is vast and geographically broad, you will need to be flexible to travel nationally when required which provides a great opportunity to see what they do for yourself.
What you'll do
You will contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications with hardware, audio-visual equipment, desktop operating systems, mobile devices and printers. You will identify all and any impediments affecting the efficient delivery of applications and services, determine and execute appropriate measures for their mitigation or resolution. You will endeavour reduce the impact of service affecting incidents and problems, ensuring appropriate and timely response to all reported issues. You will ensure the accurate recording of service requests and incidents and to attribute the correct categorisation, notation to ensure timely and relevant reporting. You will provide a desk-side and remote assistance, as relevant to the task.
About your knowledge, skills and experience
- ITIL Practitioner or Foundation certified - Desirable:
- Previous experience in Service Desk operations in a multi-site, nationwide service environment
- One or more professional qualifications from leading solution providers: Microsoft, Cisco, Citrix, VMware, Oracle, etc.
- Knowledge of Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, Service Now CSA desirable
- Previous experience practiced in EUC management including image preparation and deployment, application packaging and delivery and audit reporting and control
- Ability to work under pressure and deal with several problems simultaneously
The Company recognises the positive value of inclusion and promotes equality. They welcome and encourage job applications from people of all backgrounds.
To apply for this role please select the APPLY button to send your CV and covering letter.
Please confirm which location is your preference when applying for the role.
Candidates with experience of; System/Enterprise Monitoring Tools, IT Analyst, IT Lead, IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, 2nd Line Support, IT Support Technician, Desktop Support, 2nd Line Support, Support Technician, IT Support Engineer, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support will also be considered for this role.
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