IT 2nd Line Support
IT SERVICE DESK ANALYST 2nd LINE SUPPORT The Company: Baxi Heating is an established market leader in smart heating innovation. Our extensive portfolio, which compromises of over 10 leading brands, has allowed the business to firmly cement its place as a trusted heating solutions provider within the UK. Our Marketing department have won 3 prestigious awards in 2017 alone which included “The Chartered Institute of Marketing” The Role: We are looking for a 2nd Line Support agent to join our busy IT department at our Warwick site. Reporting to the IT Service Desk Manager, your main roles will be to provide a professional and customer-focused service for all our users. Key tasks and responsibilities: To manage incidents, requests and problems in line with the ITIL incident management, request fulfilment and problem management processes and local procedures. Promote best practice and adherence to change management processes Provide remote assistance over the phone, through the use of remote support tools including Dameware and Team Viewer. Travel to other Baxi sites across the UK on a regular basis to provide hands on support. Update records throughout all stages of all processes so customers and colleagues can view the latest information at any time. Proactively keep customers informed throughout all stages of all processes by phone, email and instant messenger. Escalate calls to the Infrastructure and Application Support teams as required. Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests. Network Port patching and installation of IT equipment Be a mentor to the 1st Line Support Analysts in the team. Knowledge and Experience: Experience of working in a role that utilised the ITIL framework in the delivery of IT services Significant demonstrable experience in a role that required customer support in a technical IT department or Service Desk function Experience of using IT Service Management software and tools Strong problem solving abilities Ability to demonstrate empathy Polite and able to demonstrate ability to deal with difficult and demanding users Active listening skills Microsoft Professional Qualification (MCP, MCSA, MCDST or similar) Additional IT technical qualifications e.g. Comptia A+, Comptia Network+ Networking knowledge inc TCPIP, VLANs, IP Addressing Experience of administering Microsoft Active Directory inc Users, Groups and GPO Citrix XenApp basic administration knowledge VMWare basic administration knowledge Experience of managing Windows server operating systems (Server 2008R2 & 2012R2) Basic understanding of Antivirus technologies Basic understanding of Internet Proxy services Basic understanding of SAN/File Server technologies (NetApp, 3PAR, EMC etc) ITIL Foundation CONTACTS AND COMMUNICATIONS: External: Frequent contact with and management of IT service providers at all levels. Internal: Regular contact with all levels of staff on the Baxi UK sites, from Director down. Regular contact with the UK IT Management team and other members of the Baxi UK IT team If you think you have what it takes then please apply via the link detailing your current salary and package details.