IT Support Analyst (1st & 2nd Line )

The IT Support Analyst role focuses on delivering exceptional 1st and 2nd line technical support to end-users within the professional services industry. This temporary position will see you working closely with the technology department to resolve technical issues efficiently and maintain smooth operations.

Client Details

This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.

Description

1st Line Support

• Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
• Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
• Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
• Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
• Visiting other offices to deliver IT projects or resolve specific IT issues, as required
• Communicating effectively with the Service Desk Team Leader and other colleagues
• Providing cover for employee absence

2nd Line Support

• Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
• Contributing to the Change Management and Problem Management processes
• Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
• Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs

Profile

The successful candidate will have:

IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)

Minimum 3 years' experience in a similar role

Knowledge and experience of Microsoft operating systems, Active Directory and O365

Experience of working in an ITIL environment

Basic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCM

Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)

Excellent customer service and client-facing skills

Excellent communication skills - both written and verbal

Proven analytical and problem-solving abilities

Ability to work in a high-pressure environment

A self-motivated and proactive attitude

Experience of working in a team-oriented, collaborative environment

Job Offer

• Daily Rate inside IR35 ( 100 - 180 DOE)
• Office based role ( 5 days a week) Birmingham City Centre
• 3 month contract
• Immediate Start!