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2nd Line Support Analyst IT Service Desk

Job LocationManchester
EducationNot Mentioned
Salary25,000 - 27,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

As a 2nd Line Support Analyst, you will be working for a leading professional services business supporting a variety of users. You will be expected to have previous experience in a service desk environment covering 2nd line support, allowing you to resolvethe majority of incidents and requests that are raised to the Service Desk and act as a point of escalation for the 1st Line Team.Client DetailsMichael Page Technology have partnered with a UK wide professional services business, who are looking to hire a 2nd Line Support Analyst to be based in Manchester while covering northern office locations.DescriptionWhat youll be doing: As a 2nd Line Support Analyst, you will be working for a leading professional services business supporting a variety of users. You will be expected to have previous experience in a service desk environment covering 2nd line support, allowing you to resolvethe majority of incidents and requests that are raised to the Service Desk and act as a point of escalation for the 1st Line Team.Responsibilities:

  • Technical escalation point
  • Desk side and remote support
  • Identify trends and potential problems and respond proactively
  • Support and mentor 1st line analysts and apprentices
  • Provide support at other Gateley sites where required
  • Provide out of hours on-call support for the business
  • Provide excellent customer service
  • Comply with the companys policies and procedures
  • Use, maintain and create knowledge documents in the Service Management platform
ProfileTechnical Competencies:In order to carry out this role, an established understanding and ability to undertake administration and troubleshooting in the following areas will be required:
  • Microsoft Windows & Windows Server environments
  • Microsoft Active Directory
  • Microsoft O365
  • Networking, TCP/IP, DNS, DHCP, VPN
  • Mobile Device Management tools
  • Mobile device configuration
  • Workstation/Laptop hardware
  • Telephony
  • Email Security (Mimecast)
  • Printers/Copiers
  • Data Rooms
  • Understanding of security threats within IT
Job OfferSalary:£27,000 per annumHybrid Working:2/3 days a week from home

Keyskills :
Active DirectoryCustomer SupportService DeskIT SupportSupport1st2ndLine

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