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2nd Line Support Analyst

Permanent @Garniche Jobs UK in IT
  • Shefford, Central Bedfordshire View on Map
  • Post Date : September 28, 2022
  • Apply Before : October 29, 2022
  • Salary: $2,800,035,000.00 - $35,000.00
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Job Detail

  • Job ID 252664

Job Description

Exciting opportunity for a 2nd Line Support Analyst to join our experienced team.

We are looking for a service desk analyst to join our 2nd Line Support team who has excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales. You will act as an escalation point for the 1st line Service Desk, researching and resolving more complex or time-consuming issues, however, you will know when an incident you are working on needs further escalation. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.

Key Responsibilities:

* Provide support to customers via telephone, e-mail and remote access

* Diagnose and resolve escalations

* Creating knowledge base articles for 1st Line Service Centre Analysts to improve technical knowledge

* Act as a technical escalation for 1st Line Service Centre Analysts

* On-site support when required

* Support with: Windows 7 and Windows 10 Desktop, EPOS, handheld, MS Surface Pro, ExchangeOffice 365, WANLAN network troubleshooting, basic Windows Server 2008 R2 – 2012 and Managed Build support

* Responsible for owning all incidents in your queue

* All calls (excluding third party) to be updated daily

* All calls to be prioritised in line with SLA, unless overruled by a P1, P2 call or, instructed by your senior