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1st / 2nd Line Support Analyst, Helpdesk, Windows, Hardware, TCP/IP

Posted 8 March by Haybrook IT Resourcing Ltd Easy Apply Ended

1st / 2nd Line Support Analyst, Helpdesk, Windows, Hardware, TCP/IP

Do you have an interest in the IT security industry?

Are you looking to gain valuable experience in 1st / 2nd line support working with large clients?

If so, then this 1st / 2nd Line Support Analyst role may be just the opportunity for you to get your foot in the door at a great company and gain some great skills and experience and really excel your IT career!

The 1st / 2nd Line Support Analyst will be joining a friendly team in a staff-centric company based near Swindon. The 1st / 2nd Line Support Analyst will provide telephone and email based support, logging and tracking information to ensure service requests and incidents are resolved in line with customer Service Level Agreements (SLA’s). This is an opportunity for a 1st / 2nd Line Support Analyst to gain experience supporting Windows 7/8 environments and have wider technical exposure into networking, hardware and software support.

The ideal 1st Line Support Analyst will be passionate about IT and technology and have good verbal and written skills. This is an exciting opportunity in an established and growing service delivery company with a strong commitment to staff training and development. More information regarding the skills, technologies and responsibilities can be found below:

Technical Experience & Skills desired for this 1st / 2nd Line Support role include:

  • To maintain and build upon knowledge and experience in the following areas and applications: Customer Service skills
  • Excellent Communication skills (both verbal & written)
  • Ability to obtain Government Security Clearance (SC) with no restrictions.
  • IT support skills:

o Microsoft Office 2010/13 suite

o Windows 7/8

o User Account management

  • General knowledge of basic software installation and network hardware (Desirable)
  • General knowledge of desktop computing
  • Ability to troubleshoot printer/hardware issues

Main Duties and Responsibilities of the 1st / 2nd Lien Support Analyst include:

  • Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the Desk, phone calls, e-mails etc. are answered
  • Responds to requests for support by identifying, registering and categorising incidents
  • Resolves issues at first call using standard operating procedures and knowledge base
  • Troubleshoot basic network issues
  • Following agreed procedures, provides information to enable incident resolution and promptly allocates incidents as appropriate and in accordance with agreed SLA’s and KPI’s
  • Responsible for general incident management ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.

This new 1st / 2nd Line Support Analyst position is based near Swindon, easily commutable from Oxford, Witney, Swindon, Shrivenham, Farringdon, Cirencester, Newbury, Reading and many others. As there is some travel to client sites, a car and UK driving licence is required.

Typically, this position could be suitable for a range of current or aspiring IT professionals including IT Support Engineers, IT Analysts (Service Desk and Helpdesk), IT Apprentices and many more.

So if this new role is of interest please apply today for immediate consideration!

1st / 2nd Line Support Analyst, Helpdesk, Windows, Hardware, TCP/IP

Referral Scheme: If this role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500!! Please see our website for terms and conditions.

Haybrook IT Resourcing is Oxford’s leading IT recruitment agency. With exclusive access to some of the region’s most successful companies, send in your CV today to secure your next IT position.

Haybrook IT Resourcing Ltd acts as an employment agency and an employment business.

We value diversity and always appoint on merit.

Required skills

  • Active Directory
  • Team Leader
  • VMware
  • 2nd Line

Reference: 34636640

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