2nd line IT Helpdesk Applications Technical Support

Posted 11 October by Dupen Ltd (Dupen Recruitment)

UK-wide, can work from home remotely:  IT Technical Helpdesk Support Analyst ( applications support with IT ).  Due to sustained growth, this hugely successful global systems company seeks an experienced applications / IT support analyst to join a small  2nd line team to support (English speaking) clients in the Middle East. This is a permanent, long-term opportunity; the chance to join an expanding and innovative organisation.

Applications Support Analyst – the Role:

The core focus is supporting the client’s flagship, cloud-based application to enterprise size clients in the healthcare market: 

  • Managing and resolving escalated tickets from the 1st line support team and global partners
  • Also providing associated general IT support – e.g. Windows 10; connectivity; Windows Server 2016, 2019
  • Analysing data to identify training opportunities for the 1st line team and general knowledge-database activities
  • Assisting with the configuration of chat bot automation

N.B. The Hours:

37.5hr working week.  Due to the geography of the customer base (Middle East), the main shift working hours will be 0500 – 1430hrs GMT, Sunday to Thursday.  A certain flexibility will be required around these hours, especially in the first few months.

Applications Support Analyst – the Person:

Candidates must possess a blend of client-handling and IT and applications technical support experience, with: 

  • Strong Windows 10 support and configuration ability
  • A good understanding of Windows Server 2016, 2019 

Useful skills include: an understanding of databases, MS SQL; providing support to clients in the Health / Medical sector; Web / Cloud support (Azure useful); Arabic fluency useful but not necessary.

In summary this is a great opportunity to join a busy, professional and well-structured environment where you can really utilise your existing skills and develop new ones.  Very much a long-term opportunity to grow with the company, supporting at an international level on their exciting product. Offer subject to a DBS check. 

The package is to £27,500: a basic salary of up to £25,000 + a 10% allowance due to the hours.  Benefits inc: 25 days holiday, 4 x life insurance, pension scheme, and health-related. 

Required skills

  • SQL
  • Technical Support
  • IT
  • helpdesk
  • 2nd line

Application questions

Have you both 1st and 2nd line helpdesk support experience?
Can you work the hours mentioned on the advert?

Reference: 44326008

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