Job Description

Posted 1 week ago

IT Service Desk – 2nd Line Support Analyst
Reports To: 2nd Line Team Leader
Location: Wilmslow/Remote
Hours of Work: Mon-Fri 8 am-6 pm (Rota shifts)
Salary: £28000 per annum

The Role
The 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 multiple individual businesses and over 1500 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 achieve our business objectives.

We are looking for customer-focused people to join our IT department to support our colleagues both hands-on in the office and remotely across the UK.

This role would suit someone looking for their next role in IT having at least 1 year's experience in a similar role preferably with ITIL and Microsoft certifications.

Duties
Include 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, iPhones and iPads.
* 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.

Skills
* 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 work loads and manage expectations
* Calm and focused

Technologies

Knowledge and experience in the following is crucial
* Windows Platforms – Windows 10/11, Server 2012, 2016, 2019
* IT Hardware
* Active Directory
* PowerShell
* M365 / Teams / SharePoint / OneDrive
* Antivirus software
* Intune Endpoint Manager
* Cloud Based technologies (Azure / AWS)
* Autopilot
* Cloud Based Telephony
* ITSM Tools

Knowledge and experience in the following will be advantageous.
* Hyper V
* VPN, RDP
* Mobile devices – iPhone, iPad
* Google Suite
* Apple Business Management
* Multi-Tenant administration
* Experience in tenant migration

Hit Apply now to forward your CV