2nd Line Technical Support Analyst - Contractor

This role sits inside IR35

Responsible For

Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client computing. Support and develop the team to a senior level.

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.

Ideally looking for the stability of a career senior 2^nd line analyst

Key Tasks

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

Diagnosis and troubleshooting of assigned tickets to resolution reducing the requirement for escalation

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

Installation, configuration, and ongoing support of IT hardware and software

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

Recognise inefficiencies and suggest improvements

Assist with trend analysis to discover root causes

Keep operational documentation up to date

Deputise for the IT Service Delivery Manager as required

Support the Out of Hours service on a rota basis

PERSON SPECIFICATION

Qualifications

Certificate or Diploma in computing (or equivalent)

ITIL or equivalent qualifications would be an advantage

At least 5 years experience within a 2^nd line or senior 2^nd line role

Experience

Experience of working within a mixed technology support environment and/or willingness to support the development of the team and their capabilities, learning new technologies at pace

Experience in all activities related to hardware support and provisioning

Experience of supporting cloud applications, such as M365 Suite

Experience of administering a broad range of Technical/Engineering applications

A good understanding of ITIL methodologies

Excellent communication and customer service skills

Knowledge & Skills

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

Proven abilities in diagnostics and troubleshooting

Proven knowledge of troubleshooting hardware

Proven knowledge of virtualisation, inc. VDI, 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