1st/2nd Line IT Support Analyst
Location: East Midlands. Industry: IT. Salary: £25,000 - £28,000 per annum + training, pension, healthcare, bonus. Posted: 31/01/2023.
This role provides first and second-level support to customers, handling incidents and service requests, escalating to the third line team when required. Employees will also conduct site visits and may need to drive. The position requires excellent communication, problem solving, and organisational skills.
Key Accountabilities
- Act as a point of contact for phone calls and emails regarding IT & software issues and queries.
- Escalate unresolved calls to the third line and infrastructure support team.
- Maintain an asset database and track changes.
- Take ownership of user problems, follow up status and communicate progress in a timely manner.
- Publish support documentation to help staff with requests for information.
- Report to the team lead on any issue that could significantly impact the business.
Technical Skills
- Windows 10
- Mobile phones
- Active Directory
- End user computing
- Office 365
- SQL Server
- Application support
- SCCM / InTune
- Laptop / client / server support
- Cross training into cloud technologies
Candidate Profile
- 2+ years experience in IT Service Desk (or equivalent).
- Self motivated achiever who gains satisfaction from providing excellent customer service.
- Excellent communication skills and telephone manner.
- Strong organisational and problem solving ability.Strong sense of urgency and ability to multitask effectively.
- Collaborates with team to improve processes and technical understanding.
Benefits
- Training and career development
- Pension and bonus scheme
- Free parking
- Healthcare benefits
- Five days in office during first six months
All candidates of all ages and backgrounds will be considered.