2nd Line Technical Support Analyst

3-6 Month Contract roles - inside IR35

Responsible For

Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client side computing

Key Purpose of Job

Perform 2^nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

Ownership of request through to resolution, following up and closing as necessary

Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary

Provide a quality level of service to Customer ensuring communication is at the forefront

Setting up from new and re-building Laptops and Desktops

Installation and configuration of IT Hardware and Software.

Research, recommend, plan, develop and implement new IT solutions and technologies.

Keep operational documentation up-to-date.

Be the final contact point for the majority of incident or requests reducing the number of requests that require escalation

Deputise for the IT Service Delivery Manager as required

PERSON SPECIFICATION

Qualifications

Certificate or Diploma in computing (or equivalent).

ITIL or equivalent qualifications would be an advantage.

Experience

Extensive experience with using and administering computers

A good understanding of ITIL methodologies under skills & knowledge

Must be capable of defining a problem and applying a problem-solving methodology

Must be able to priorities tasks and work under pressure.

Previous customer facing roll

Experience of administering a broad range of Technical/Engineering applications would be an advantage.

Knowledge & Skills

Good working knowledge of the Windows 10\11 desktop operating systems, MECM\InTune, networking and common applications

Proven abilities in diagnostics and troubleshooting

Proven knowledge of hardware including – Desktops, Laptops, Soft Phones

A good team player

Prover knowledge of virtualisation, inc. Desktop, and its benefits.

Excellent problem-solving skills and ability to work well as an individual and as part of a close team

Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure

Able to demonstrate initiative and a proactive approach to daily tasks

Able to demonstrate a high degree of flexibility including shift and out of hours working