2nd Line Technical Support Analyst

Index Recruitment Ltd
Guildford, UK
22 Jul 2019
26 Jul 2019
Contract Type
Full Time
Our client based in Guildford is seeking a 2nd Line Technical Support Analyst to be responsible for the successful resolution of tickets assigned to the Service Desk Technical Team and support for all client side computing.

Perform 2nd line functionality for the Information Systems Service Desk in accordance with all Service Desk procedures and SLA's, providing support for internal users within the company across multiple sites.

Key Tasks
Ownership of request through to resolution, following up and closing as necessary.
Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary.
Provide a quality level of service to Customers ensuring communication is at the forefront.
Setting up from new and re-building Laptops and Desktops.
Installation of IT Hardware and Software.
Other tasks as directed by the Service Desk Team Leader.
Research, recommend, plan, develop and implement new IT solutions and technologies.
Keep operational documentation up-to-date.
Deputise for the IT Service Delivery Manager as required.

Certificate or Diploma in Computing (or equivalent).
ITIL or equivalent would be an advantage.

General experience with using computers.
Must be capable of defining a problem and applying a problem-solving methodology.
Must be able to priorities tasks and work under pressure.
Previous customer facing roll (ideal but not essential).
Experience of administering a broad range of Technical/Engineering applications would be an advantage.

Knowledge & Skills:
Good working knowledge of the Windows desktop operating systems, SCCM, networking and common applications.
Proven understanding of LAN technologies.
Proven abilities in diagnostics and troubleshooting.
Proven knowledge of PC hardware.
Understanding of Active Directory.
VPN experience.
Understanding of virtualisation, inc. Desktop and its benefits.
Keen to learn and willing to help.
A good team player.
Ability to manage their own schedule, tickets and projects.
Excellent communications/telephone skills (essential).
Able to demonstrate initiative and a proactive approach to daily tasks.
Able to demonstrate a high degree of flexibility including shift and out of hours working.

Index Recruitment is acting as an Employment Agency in relation to this vacancy.

"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".

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