2nd Line Service Analyst

2022-01-14 16:40:112022-02-26 Hancock & Parsons
Job Type Permanent
Area Bedfordshire, England Bedfordshire England
Sector IT
Salary £30,000` - £35,000 +
Start Date ASAP
Job Ref JOB-5771
We are currently hiring a 2nd Line Support Analyst for a Microsoft Gold Partner, in a permanent position.
The candidate should have excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales. They will act as an escalation point for the 1st line Service Desk, researching and resolving more complex or time-consuming issues, however, you will know when an incident you are working on needs further escalation. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.

Key Requirements:
  • Minimum of 2 years Service Desk experience
  • Minimum of 12 months Office365 support
  • Experience in using service desk applications to log and monitor support calls
  • Demonstrable Incident Management experience 
  • Exceptional analytical problem solving skills
  • Microsoft Exchange and MS Office Suite

Key Responsibilities:
  • Provide support to customers via telephone, e-mail and remote access
  • Diagnose and resolve escalations
  • Creating knowledge base articles for 1st Line Service Centre Analysts to improve technical knowledge
  • Act as a technical escalation for 1st Line Service Centre Analysts
  • On-site support when required
  • Support with: Windows 7 and Windows 10 Desktop, EPOS, handheld, MS Surface Pro, Exchange\Office 365, WAN\LAN network troubleshooting, basic Windows Server 2008 R2 - 2012 and Managed Build support.
This is an exciting role working for a growing company.
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