2nd Line Help Desk Analyst

Coventry, UK
13 Sep 2019
25 Sep 2019
Contract Type
Full Time
Our client provides IT Help desk support to a range of blue chip/high profile companies and due to winning new contracts are looking to recruit two 2nd Line Service Desk opportunities for individuals who are available to commence asap on a temporary basis, with excellent prospects of securing permanent roles based on performance.

Hours of work - 37.5 per week (7.5hour per day and 1hour unpaid lunch break).
"Working Pattern - 24/7, 365 shift based working hours including weekend and bank holiday working, with excellent remuneration.
"Location - Coventry.
"Flexibility regarding working hours should customer requirements change.

Your responsibilities:
"Investigate reported errors with customer and internal systems to determine cause and corrective action/workaround required within agreed Service Levels
"Receive & log incident/request call information from our customers into the fault logging system, ensuring all details are accurate and meaningful and correspond to agreed Service Desk procedures.
"Liaise with third party technicians to assist with resolution of incidents
"Diagnose hardware faults and provide support to third party engineers to resolve
"Manage communication to end users on progress of incidents
"Ensure agreed escalation procedures are adhered to and appropriate personnel are informed of high priority or potentially high-risk customer fault calls.
"Identify and document as necessary new technical reference material, ensuring any improvements identified are included into the overall support framework.
"Undertake project work as required.
"Be responsible for the compilation and distribution of statistics and reports as necessary.
"Provide technical support and guidance to colleagues and peers.
"Lead and monitor shift performance as necessary.
This is not an exhaustive list of duties and the post holder may be requested to undertake additional duties as required.

Skills and experience
"Excellent oral and written communication skills with the ability to communicate effectively at all levels.
"Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
"Ability to manage own work load, with good planning and organisation skills. Understands the difference between 'urgent' and 'important', and prioritises accordingly. Uses own initiative.
"Logical problem-solving skills.
"Able to determine when it is appropriate to invoke escalation processes.
"Methodical and analytical approach to problem solving
"A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.
"A minimum two years' experience working in an IT-related environment, preferably on a technical Service Desk.
"ITIL v.3 Foundation certificate, or experience of ITIL methodology.

Technical Requirements:
"Familiarity with Apple iOS and Windows operating system platforms
"Experience in supporting email solutions, including Outlook and Lotus Notes
"Knowledge of using Active Directory in a business environment
"Basic understanding of network setups, configuration and troubleshooting
"Experience of using remote support tools (VNC, RDP, etc.)

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