2nd Line support Analyst
Posted on :
05-06-2024
Employer Active
1 Vacancy
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Job Description
We have an exciting opportunity for a 2nd Line support Analyst to join our clients I.T Team based in Leeds reporting into the IT Infrastructure Manager.
Priding themselves on an inclusive culture and always working hard to be an employer of choice. Working in a professional but also relaxed environment they encourage personal development and support agile working.
Joining them is just the first step towards many more exciting opportunities in your career.
The salary bracket for this role isbased on level of experience.
Take a look at the full details and if this is of interest please forward a full Cv along with availability to interview/start along with salary expectations for immediate feedback and a confidential chat.
THE OPPORTUNITY
2nd Line Support Analyst
Hours: Monday to Friday 09:00 17:00 (35 hours per week)
As the winner of two Working Families awards for Best UK employer for Flexible Recruitment 2022 and Best UK employer for Flexible Working Award 2020 we are happy to consider flexible working opportunities to help you balance your work and home life.
Team: IT Operations Support 2
Location: Leeds
Benefits: We understand that incentives go far beyond a good salary so we have created a comprehensive benefits package tailored around our people.
Here are some examples of what is on offer:
25 days annual leave
Birthday privilege day and Christmas shutdown
Holiday buy sell and carryover scheme
2 charity volunteering or pro bono days
Flexible agile and home working
BUPA
Permanent health insurance
Flexible pension scheme
Medicash
EAP with access to counselling
Enhanced family leave policies
Access to 10 days fully subsidised emergency or backup care per year
Life assurance
Annual travel season ticket loan
Dress for your day policy
Bespoke training and development opportunities
Financial contribution towards home working equipment
Introduction to the role:
The Service Desk 2nd Line Support Analyst reports into the Service Delivery Manager.
IT Operations is a friendly team that includes Service Delivery Management (incl Service Desk) Infrastructure and IT Security spanning multiple sites across the UK. The work is diverse and interesting no two days are alike and you will have the opportunity to get involved with the rest of the IT Operations teams Solutions Project Management and firm wide users from the UK Europe and Asia.
Key responsibilities:
Provide 1st and 2nd Line remote and desktop support.
Onsite IT support within the Leeds office
Onsite leadership with Incident Management
Monitor the call queues and ensure that all targeted Service Levels are met
As needed work with other analysts to provide initial triage of all calls into the HD Service Desk ensuring that tickets passed on to downstream resolver groups are documented appropriately.
Contribute to and facilitate the sharing of knowhow and knowledge base articles.
Work with Service Management to help identify and resolve underlying problems and trends.
Administrating the Audio/Video & Video Conferencing systems
Provide adhoc support for key business users.
Complete all activities in line with best practice ITIL standards.
What are we looking for:
Essential
Essential
Experience of working on an IT Service Desk.
Experience of providing 2nd Line support in a Windows 10 / o365 environment.
An enthusiasm for providing excellent service.
Excellent customer service skills with experience of liaising directly with Senior Stakeholders.
Good/broad knowledge of Windows 10 MS Office MS Server AD Network terminology and function Laptop/Desktop/Printer hardware.
Ability to remain calm in a highpressure environment.
Demonstrable experience of working with ITIL based processes
Strong awareness of Cyber Security Threats
Desirable
ITSM Software (Remedy ServiceNow Samanage)
ITIL Qualifications
Equality Diversity and Inclusion
Our client is committed to providing fairness and equal opportunity for all regardless of age gender gender identity ethnic origin disability sexual orientation marital or transgender status nationality religion or belief.
We understand that our power as a firm comes from empowering our people and that it is only by encouraging and enabling individuals to be themselves at work that we can truly benefit from their rich and varied strengths.
An equal opportunities employer. All applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background and from all routes to qualification with both the SRA and CILEx.
Disability Support
We are a Disability Confident employer which means if there is anything that we can do to make your visit easier so you are able to perform at your best please let us know. You can contact the HR team at should you require any adjustments to the application or interview process.
Values
Trust Respect Innovation Collaboration
Next Steps
Please forward a full CV along with availability to interview/start and salary expectations for initial feedback and a confidential chat.
It is essential that your CV has a Mobile number and full Postcode so that our systems can match you to live jobs!
At this time we can only consider applications from candidates that are already resident in the UK with the necessary permission to accept permanent offers of employment.
Data Protection
By applying for a specific vacancy and/supplying personal details you give your permission to store information about you in accordance with our data protection and privacy policy.
(AGY)
2nd Line support Analyst
Employment Type
Full Time
Key Skills
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