2nd Line Service Desk Analyst

• Position: L/L2 Service Desk Analyst
• Reports to: Service Desk Manager

Our client are an established and expanding Managed Service Provider supplying their clients with Cloud and Infrastructure support. Due to their continued success, they are now recruiting a highly motivated 2nd Line Service Desk Analyst to add to their existing team.

Experience required:

o At least 1-2 year working in an IT department dealing with 1st and 2nd Line incidents

• Typically used to record user requests, attending user's phone calls, replying emails, logging issues faced by users, and do some basic troubleshooting by using questionnaires relate to the issue.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Experience with working with First time fix KPI's, call answered etc
• Experience working to SLA's
• Network fundamental knowledge and basic troubleshooting

Technical knowledge

• Active Directory
• VPN - remote access
• Office 365
• Networking
• Antivirus
• Security - Password Resets