Service Desk Analyst - 2nd Line

HR GO Recruitment
Eastbourne, UK
12 Sep 2019
25 Sep 2019
Contract Type
Full Time
Our Client, a dynamic and innovating technology provider based in Eastbourne, East Sussex, deliver a comprehensive portfolio of intelligent services and solutions to both the enterprise and education sectors. They provide an invaluable level of support and expertise to our clients, to revolutionise end-user perception and encourage cutting-edge technology adoption.

Due to continued growth, they are looking to employ a personable and motivated Service Desk Analyst - 2nd Line, to join their in-house Service Desk team.

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

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

They 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
  • 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
  • Private healthcare after 3 years of service

We endeavour to respond to all applications; however, due to the large volume this isn't always possible. If you haven't heard from us within seven days, please assume you have not been successful for this particular role. Thank you for your interest and please continue to look at our website for future opportunities.

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