Service Desk Analyst - 2nd Line

M Tech Systems Ltd
Eastbourne, UK
09 Sep 2019
26 Sep 2019
Contract Type
Full Time
Due to continued growth, M-Tech Systems are looking to employ a personable and motivated Service Desk Technician - 2nd Line, to join our in-house Service Desk team.

M-Tech are a dynamic and innovating technology provider based in Eastbourne, East Sussex. We deliver a comprehensive portfolio of intelligent services and solutions to both the enterprise and education sectors.

The role and responsibilities include, but are not limited to:
  • Providing customer focused 2nd Line Service Desk support for hardware and software issues.
  • Prioritising incidents based on their business impact.
  • Assessing the complexity of incidents and following escalation processes where required.
  • Ensuring all calls are accurately logged into the Service Desk system.
  • Ensuring all calls and tickets are responded to within Service Level Agreements (SLAs).
  • Proactively identifying potential or future issues at client sites.
  • Proactively sharing technical knowledge and client-specific know-how with the team.

It is essential that you have in-depth knowledge of and experience with the following from a support perspective:
  • Windows Server Management
  • Active Directory and Group Policy
  • Exchange/Office 365
  • Server Virtualisation
  • Networking and Routing

Desirable knowledge and experience:
  • Citrix - XenApp and/or XenDesktop
  • IP Telephony
  • Veeam

The successful person will be able to demonstrate the following:
  • A willingness to learn and co-operate as part of a team
  • Confidence working in a busy environment
  • An excellent telephone manner, along with friendly customer service skills
  • Attention to detail
  • A proactive, logical approach to problem solving coupled with common sense
  • Good communication, literacy and organisational skills

A full, clean driving licence is required to meet the requirements of this role as it may involve some work onsite for clients.

We offer a comprehensive benefits package consisting of:
  • Unlimited tea and coffee in the office
  • Training and development plans tailored to your individual needs
  • Regular company and team social events, plus participation in charity and sports events
  • Financial advice available on request
  • Tax free childcare initiative
  • Cycle to Work scheme
  • Enrolment into the workplace pension scheme
  • Perkbox membership offering discounts at major retailers, leisure and travel operators, a free monthly cinema ticket and more
  • Automatic participation in the Chandler's BMW sponsored 'Team Member of the Quarter' incentive
  • Private healthcare after 3 years of service

You may have previous experience in one or more of the following job roles:IT Technician, IT Support Technician, IT Engineer, Support Technician, Service Desk Technician, Service Desk Engineer, IT Service Delivery Engineer, 1st Line Technician, 2nd Line Technician, 1st Line Engineer, 2nd Line Engineer, Help Desk Engineer, Help Desk Technician.

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