2nd Line IT Support Analyst - MSP in Hemel

Artemis Recruitment Ltd
Hemel Hempstead
Up to £30,000 per annum
09 Nov 2017
16 Nov 2017
Contract Type
Full Time
My client is a burgeoning Managed Service Provider in Hemel Hempstead, offering a first class service to an established client base that is set for a further sustained period of growth. The best roles in technology are the ones where the business model is changing and continually evolving meaning that the technology has to mutate with that to propel it to the next level. My client now seeks a strong, enthusiastic 2nd Line IT Support Analyst as part of this growth. Do you want to be part of it?

Essential Tasks
  • Assisting the 1st Line support team with problem diagnosis and fault resolution
  • Providing 1st and 2nd Line support for both client and internal incidents and service requests
  • Acting as a single point of contact for all users of IT
  • Logging all incidents and service requests, categorising and prioritising them
  • Managing the lifecycle of incidents and requests, escalating them as appropriate and closing them when the user is satisfied with the outcome
  • Communicating with users as required, keeping them informed of incident progress,notifying them of impending changes and service outages
  • Conducting user satisfaction surveys as required
  • Supporting users via phone, remote control and site visits
  • To be proactive, innovative and to take clear ownership for your areas of responsibility.
Additional Duties
  • Available on full spec for suitable candidates
To perform the job successfully, the 2nd Line Support Analyst must be able to excel at each essential duty.The requirements listed below are representative of the knowledge, skill and/or abilities required.

The 2nd Line Support Analyst must have experience of the following technologies:-

  • Windows 7, Windows 8, Windows 10 troubleshooting and config
  • Office 2007,2010, 2016, Office 365
  • Active Directory administration
  • Microsoft Exchange administration
  • Networking and TCP/IP fundamentals
It is desirable the 2nd Line Support Analyst will also have experience in:

  • Windows Server 2008, 2012
  • WDS and MDT
  • Group Policy
  • Security
  • Scripting
The 2nd Line Support Analyst should also have the following abilities:

  • Excellent interpersonal skills
  • Strong organisational, presentational and customer service skills
  • Skill in planning and preparing written communications
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organisation’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provideIT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Be self-motivated with the ability to work in a fast moving environment.
If you are a budding Windows orientated 2nd Line IT Support Analyst – we would be very keen to hear from you!

# Windows 2nd Line Support IT Support Service Desk

This job was originally posted as www.cwjobs.co.uk/job/77545708