2nd line analyst

Are you a skilled IT professional with a passion for providing exceptional technical support? We are seeking a
2nd Line analyst

To join our dynamic team. As a key member of our IT support department, you will play a crucial role in ensuring smooth operations and outstanding service for our clients.
Responsibilities:

• Technical Support:
  Provide 2nd line technical support to end-users, addressing hardware and software issues promptly and efficiently.
• Incident Management:
  Take ownership of customer incidents or service requests, seeing them through to resolution.
• Ticket Management:
  Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
• Client Communication:
  Maintain accurate support tickets and provide daily progress updates to clients.
• Escalation:
  Escalate incidents or service requests that require higher-level resolution.
• Positive Customer Interaction:
  Build rapport with customers, focusing on their business needs and delivering excellent service.
• Infrastructure Assistance:
  Assist with infrastructure tasks as needed.
• User Security:
  Maintain user security across all systems.
• Service Request Completion:
  Ensure timely completion of service requests.
• Administration:
  Manage Active Directory, end-user devices, Office 365, and business applications.

Skills & Qualifications:

• Experience:
  At least 4 years of experience in a commercial IT support environment, preferably within a Managed Service Provider.
• Technical Proficiency:
• Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
• Proficiency in diagnosing and troubleshooting complex IT issues.
• Knowledge of various versions of MS Windows, basic TCP/IP networking, Citrix, and MS Office (including Office 365).
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to interact effectively with users at all levels.
• Problem-Solving Attitude:
• Proactive approach to resolving issues.
• Ability to prioritize and escalate problems appropriately.
• Team Player:
• Collaborate effectively with colleagues.
• Adaptability:
• Thrive in a fast-paced and ever-changing environment.

If you are a dedicated IT professional looking for an exciting opportunity to contribute to a growing organisation, we encourage you to apply! Join us in delivering top-notch service and technical support to our valued clients.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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