2nd Line Analyst

Job Description

Intelligent Resource is currently working alongside our leading client based in Stafford to recruit 2nd line Technology Support Analysts, you will be part of a busy team based primarily on-site but there will be travel to other sites required on occasion.This is an exciting time to join the team and an excellent opportunity to join the organisation at a time of real growth.Key Responsibilities

• Track, triage and manage both incidents and service requests from both the receipt until completion, ensuring resolution in a timely manner, to a high standard and with as little disruption to the business as possible, ultimately providing an excellentlevel of customer service
• Conduct operational checks and tasks, daily, ensuring system stability, ensuring daily operation of shifts is not disrupted by technology or equipment failures
• Provide desktop support to colleagues across the organisation
• Support the implementation of new services or new software / application implementations and projects.
• Troubleshoot hardware & software problems
• Identifying and Resolving problems, implement service and process improvements, working with relevant parties
• Build and configure laptops and desktops, installing software, software updates and patches
• Participate in the on-call rota on a 4-weekly basis, (24/7) for the week to support with business critical out of hours priority issues - if required (additional benefit payments apply).

About You

• Previous experience within IT & Desktop support is required, although training will be provided for bespoke systems
• Previous experience and knowledge of distribution & retail software and hardware technologies is beneficial.
• Experience of using Landesk / Heat / Ivanti / Sophos software and experience of Software licencing is advantageous.
• Good knowledge of PC hardware and software set-up and configuration.
• Must be able to provide excellent customer service
• Experience within a ITIL process driven environment, although ITIL certification is desired but not essential
• Excellent ability to problem solve and manage multiple tasks within assigned deadlines

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.Should you choose to contact Intelligent Resource regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.

Keyskills :
IT Technician2nd Line supportsecond line