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Service Desk Analyst - Tier 2

DD Products & Services Ltd
Job LocationWitham
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We are looking for our next Service Desk Analyst - Tier 2 SuperstarA fantastic opportunity to join an IT team who is integral to the success of the company.Working in a fast-paced environment, where no day is the same, the ideal candidate will have experience working in a similar role, with the ability to build key relationships.You will be responsible for providing 2nd line support to the business. Fixing more complex IT support requirements from the 1st line team and business. Escalating technical requirements where needed via our support channels.You will liaise with our users and relevant 3rd parties to ensure that all service requests and incidents are dealt within agreed SLAs and as per documented processes.Main Duties, Responsibilities and Accountabilities:

  • To use and the correct management of the ITSM toolset; To include major incidents, problem management, incidents and requests
  • Troubleshoot and resolve customer issues on hardware and software.
  • Complete proactive daily system checks and cover for backup rotation as required.
  • Perform advanced remote troubleshooting through diagnostic techniques and pertinent questions.
  • Manage customer expectations, provide timely updates appropriate to SLAs and prioritise workload to meet strict deadlines.
  • Managing issues through to resolution and escalating where additional support is required.
  • Work closely with the support teams to resolve ongoing issues and assist in the recovery of any major system failures.
  • Maintenance of workstations, networking equipment and servers, including IT stock for emergency replacements.
  • Performing new joiner IT setup, inductions, purchase requests, packaging and releasing approved software deployments.
  • Ability to work as a team member assisting colleagues in resolution of issues and tasks.
  • Share knowledge, by providing training and upskilling colleagues.
Qualifications & Experience:
  • Formal IT Qualifications around advanced Client, Server, Network Troubleshooting advantageous, as with 3+ years of experience gained in a 2nd line support role.
  • Together with working knowledge of best practice frameworks, ITIL, ISO20000 for the delivery of IT Services.
This is a full time permanent role offering hybrid working, a base salary plus company performance based annual bonus. We also offer pension, life assurance, referral scheme, benefits portal, 33 days annual leave (34 for 2022) , length of service awardsand free onsite parking.

Keyskills :
ITILNetworksTechnical SupportTroubleshooting2nd Line

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