1st Line/2nd Line Service Desk Analyst / Engineer

1st Line/2nd Line Service Desk Analyst / Engineer

Birmingham Business Park

£26,000 £30,000 DOE

The position we have is for a Service Desk Analyst / Engineer (Information Technology,

Purpose This role is pivotal in delivering IT support provide 1st and 2nd line support within the Service/Helpdesk team to all IT, Communications and Freight related systems, ensuring processes and procedures are followed correctly and user requests are dealt with efficiently and effectively. The department works in an ITIL based service desk environment answering calls, fixing, and escalating faults for on-site and remote users. Team responsibilities include troubleshooting issues through to resolution, configuring devices, installing new software, and monitoring / maintaining existing systems.

Key Accountabilities and Responsibilities:

Contribute to delivering exceptional customer service as part of the Service/Helpdesk team , acting as a single point of contact in the organization for employees, customers, and business partners. You will support to handle a wide range of service requests from technical issues faced by individuals to systems outages that impact the entire organisation.

• Provide 1st Line Support - logging incidents into the service desk system (as required)

• Provide 2nd Line Support managing service desk tickets triaged from front-line support team in areas of knowledge / expertise.

• Management of escalation through other teams always ensuring high quality of feedback and service to customers

• Escalate any incidents and requests as required, communicating closely with the 1st Line Analysts, Service Desk Team Leader and the Development team as required to maintain service excellence.

• Deploy and maintain software and hardware as directed, including patches/hotfixes.

• Provide MFD printer / scanner troubleshooting & management.

• Update documentation areas e.g., Asset Register, Stock Control, Wiki knowledge base.

• Maintain active directory / exchange user accounts and relevant file security permissions.

• Assist with backup management, data retrieval, either onsite or cloud based.

• Manage the phone and networking systems.

• Provide administrative support to the back office and bespoke systems where required.

• To maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements.

• To work on occasional implementation projects for new software and hardware technologies where required.

• Provide out of hours cover (phone provided) on a rota basis and perform remote maintenance out of hours.

• Assist in end user training and/or cross training colleagues when required.

Job Requirements Knowledge,

Skills - ITIL v3-4 Foundation and experience working in an ITIL environment / Service Level Agreements.

- Good understanding of IT Service Management

- Experience of working in a front-line technical IT support environment.

- Proven experience managing day to day workload, knowing how to prioritise and the ability to work selfsufficiently.

- Windows 10, Windows Server 2008/2012,2016 and 2019 Remote Desktop/Terminal services environments.

- Microsoft Active Directory Administration.

- Microsoft Office 2016,2019 and Microsoft Office 365 including Outlook client setup and troubleshooting.

- Knowledge of TCP/IP Networking and experience with DHCP, DNS and VPN's.

- Working Knowledge of VMware virtualisation environments.

- Working Knowledge of Microsoft Azure cloud infrastructure /environment.

- Understanding of TCP/IP Networking and experience with DHCP, DNS and VPN's / Firewalls (ideally Sophos).

- Experience of HP MSA SAN.

- Experience of HP server and networking hardware.

- Creating and maintaining technical documentation preferably in Wiki based software.

- Set up and support of mobile devices e.g., phones / tablets using iOS, Android, Windows.

- Supporting and managing printers and scanners. Desirable Knowledge, Skills

- Willingness to learn and develop.

- MS SQL / SSIS / SSRS. - PowerShell

- Applications including MS Visio, MS Project and Altova Mapforce.Education