3rd Line Service Desk Analyst

Aspire Cambridge
Closing date
7 Feb 2022

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Technology & New Media
Contract Type
Full Time
Start: Immediate
Location: Remote but occasionally in the office in St ives
Hours: Mon to Fri, Full Time
Salary: £30,000 to £35,000

Responsibilities of the 3rd Line Service Desk Analyst:
  • Answer telephone calls raising comprehensive support tickets.
  • Demonstrate excellent customer service at all times.
  • Guide and support 1st and 2nd Line Service Desk Analysts, as well as Field Service Technicians, mentoring to enhance skills and abilities.
  • Investigate, diagnose, and resolve technical 3rd line incidents and service requests, escalating appropriately to Technical Experts where necessary.
  • The 3rd Line Service Desk Analyst will work with wider support team to ensure any recurring technical issues are addressed.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported and implemented by our client.
  • The 3rd Line Service Desk Analyst will review, develop and produce in depth Knowledge Base Articles for the development and progression of the Service Desk Team.
  • Have a clear understanding of your obligations and restrictions with regards to best practice and the law, and to adhere to our client's rules and conventions.
  • Work to deadlines as set by the Service Desk Manager.
Education/Qualifications of the 3rd Line Service Desk Analyst
  • Microsoft 365 Certified
  • DrayTek DCNA certified.
  • 3CX Qualified (Advanced).MCSA Windows Server 2016-19 or equivalent.
  • MTA: Networking, Security and Windows Server Administrator Fundamental.
  • Relevant IT qualification for example NVQ, Diploma or Degree.
  • Experience of working within a Service Desk environment for at least 4 years.
  • Expert knowledge of mobile phone devices, both apple and android, and hardware such as printers and Bluetooth peripherals.
  • Previous experience in implementing various Firewall technologies
  • Experience in supporting and diagnosing LAN, WAN and VLAN typologies.
  • Ability to use, support and implement MS office applications.
  • Working knowledge and experience of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services and Active Directory & Windows Operating Systems.
  • A strong understanding of IT Networking principals such as DNS, DHCP, TCP/IP, WAN, LAN, WLAN, VLAN and Wi-Fi typologies.
  • The 3rd Line Service Desk Analyst will have the ability to proactively problem solve and identify solutions.
  • A good understanding of GDPR principals.
  • Knowledge of 3rd party software, systems or plug ins relating to: Citrix, ACT!, Sage etc.
  • The 3rd Line Service Desk Analyst will have experience working with macOS.
  • Knowledge of N-Able (Solarwinds).
If you are interested in this position, feel you have the relevant experience and skills and would like to apply, please call our team now on 01223 855440 or apply online.

Our client is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Aspire Cambridge is acting as an Employment Agency in regards to this Permanent opportunity.

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