1st/ 2nd Line IT Support Analyst

Martin and Conley
Epsom, UK
12 Sep 2019
21 Sep 2019
Contract Type
Full Time
Role: 1st/2nd Line IT Support Analyst
Salary: £25,000
Location: Epsom, Surrey

8 Month Fixed Term Contact

Company and Overall Purpose

Martin & Conley are working in partnership with a Large Established Charity based in Epsom. The overall purpose of the role is to provide both 1st and 2nd line IT support as well as providing support for office 365 to there office based in Epsom as well as their branches that are spread out across the UK. This is an initial eight-month fixed term contract which has an opportunity to go permanent after the contract has finished.


IT Support to staff
  • Respond to support requests received via telephone, Service Desk tool, face to face and email
  • Resolve support requests at 1st / 2nd line or allocate according to process and procedure
  • Desktop Support, including Office 365 suite of applications
  • Perform installations as requested
  • Support Central Office mobile internal and external telephony system

IT Support to Branches and Volunteers
  • Respond to support requests received via telephone, email and Service Desk tool
  • Provide remote application support over telephone
  • Troubleshoot and triage where fixed telephone line faults escalating to 3rd party support partners where required
  • Diagnose local broadband issues, escalating to 3rd party support as required
  • Monitoring 3rd party support requests
  • Mobile device support

User Request Management
  • Proactively assist with new starter account requests
  • Create new staff accounts in Active Directory and Office 365

What are we looking for?
  • Experience of 1st Line Support in a Service Desk Environment
  • 2nd line Desktop Support
  • Application Support
  • Excellent customer service skills
  • Excellent telephone manner
  • Experience of supporting Microsoft 365 products
  • Working within a team in a demanding environment
  • Working knowledge of Service Desk tools
  • Ideally but not essential experience working for a charity or public sector organisation

If interested in the above role, please apply for this position with the most up to date copy of your CV.

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