2nd Line Support Analyst

Job Description

2nd Line Support Analyst Eccles Salary: £30,000 Per AnnumThe RoleThe IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing the businesses and over 250 colleagues.In the role of 2nd Line Support Analyst, you will be responsible for interpreting escalated user problems and identifying solutions. The role of the IT Support team is to ensure that our colleagues have the technology they need to do their roles to achieveour business objectives.We are looking for customer focussed stars to join our IT department to support our colleagues both hands-on in the office and remotely across the UK.This role would suit an IT graduate or someone looking for their next role in IT having 2 years experience in a similar role with certifications such as ITIL and preferably Microsoft certifications.DutiesInclude but not limited to:* Performance and capacity monitoring of systems and environments* ISO27001 compliance monitoring and proactive/reactive management of issues* Resolution of escalated colleague service requests or incidents as assigned within SLA* Supporting 1st Line Support / Service Desk in busy periods* Set up new hardware such as PCs, Laptops, Tablets and Phone both Android and iOS. * General end user compute support tasks* Liaising with 3rd party Suppliers* Escalating calls where necessary to 3rd line support* Create and manage user accounts and licences in M365, Local Active Directory and Azure Active Directory. * You will be required to travel to other offices as and when required.* Support hours are currently 8 am to 6 pm Monday to Friday, with a shift rota working 7.5 hours a day with 30 mins for lunchSkills* This role would suit an IT graduate at least 2 years experience in one or more of the specialist areas listed below* Customer focussed and personal drive to deliver the best solutions * Enthusiastic to deliver the best customer service putting your colleagues at the heart of everything you do* Good communicator on the telephone, through email, and face to face* Proven organisational skills* Diligent, attention to detail* Great team player with the ability to act on your own initiative when required* Ability and desire to learn about the systems we support* Enjoy solving problems* Ability to prioritise your own workloads and manage expectations* Calm and focusedTechnologiesKnowledge and experience in the following is crucial* Windows Platforms - Windows 10, Server 2008, 2012, 2016, 2019* Active Directory, Power Shell* M365 / Teams / SharePoint / One Drive for Business* Intune Endpoint Manager * Cloud-based technologies (Azure / AWS)* AutoPilot* ITSM ToolsKnowledge and experience in the following will be advantageous.* Hyper V* eSet or Mimecast Email Security* VPN, RDP * VOIP / SwyxIt / Cloud Based Telephony* Mobile devices - Android, iOS, phones and tablets* Printers* Laptops, PCs* SimpleHelp or ScreenConnect remote supportApply now. Come join us.

Keyskills :
'2nd Line Support''2nd Line Support Analyst'