applicants
2nd Line IT Service Desk Analyst
at Inclusive Tech Recruitment Manchester in Manchester (Published at 13-11-2023)
2nd Line IT Service Desk Analyst - Leyland - £32,000 plus package
My client based in Leyland is currently looking for a 2nd Line IT Service Desk Analyst to join our onsite IT Service Operations team.
In this role, you'll provide second-level desktop support, ensuring the stable operation of our organisation's infrastructure to agreed KPIs, and SLAs - this includes both internal and external customers. You'll have exposure to a broad range of IT-related projects and activities.
Occasional travel to other locations may be required to provide technical support. This role is mainly Monday-Friday between 8am and 6pm, with some weekends and being part of the on-call rota.
Key Tasks:
- Responding to incidents impacting normal production operation - prioritise tickets based on business impact
- Responding to queries on product functionality/operations
- Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System
- Investigating the cause and resolution of incidents
- Establishing appropriate workarounds to return staff to operational status
- Providing appropriate progress updates to both staff and where applicable 3rd parties
- Be part of the 24/7 on-call rota for managing Major Incidents including coordinating with relevant IT teams & external suppliers whilst providing frequent updates to the business & end-users
- Escalating incidents technically and to management as required, prior to SLA's being breached
- Adhere to all company policies and procedures
- Update Service Desk Knowledge repository & technical training material
To be considered for this role, we need you to have the following skills, experience and qualifications:
- Previous experience working in an IT Service Desk role
- A thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365)
- Active Directory, O365, GPO's and DNS
- Microsoft Office software
- MS Active Directory/Exchange
- Email and AV security products
- Experience in troubleshooting desktop and laptop hardware issues
- Experience in troubleshooting TCP/IP network connectivity issues
- Telephony/VOIP Systems
- Experience of setting up networked printers
- iPhones and Android devices
- ITIL Foundation certified
- Experience in using an ITSM tool such as ServiceNow or Manage Engine
- Strong written and oral communication skills
- Full clean driving license
Desirable:
- Experience/certification with cloud technology
2nd Line IT Service Desk Analyst - Leyland - £32,000 plus package
