2nd Line Service Desk Analyst

2022-04-12T09:05:02+01:00 April 12th, 2022|
Location: St Ives, Cambridgeshire

Employment type: Permanent / Full Time

salary: £25,000 to £30,000 -
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Job Description

Aspire Recruitment are recruiting a 2nd Line Service Desk Analyst on behalf of our client in St Ives, Cambridgeshire.

Start: Immediate
Location: St Ives, PE27
Hours: Mon to Fri, Full Time
Salary: £25,000 to £30,000

The Role of The 2nd Line Service Desk Analyst:
This role is pivotal to the daily operation of the business ensuring that our clients’ requirements are met accurately and efficiently. The role will provide day-to-day front-end support including resolving incidents and fulfilling service requests to minimise client disruption. The role is crucial in ensuring that the Company’s mission of “Providing the best IT Support in the world” is achieved.

Responsibilities of The 2nd Line Service Desk Analyst:

  • Answer telephone calls and raise comprehensive support tickets.
  • Demonstrate excellent customer service at all times.
  • Guide and support 1st Line Service Desk Analysts and Field Service Engineers, mentoring to enhance skills and abilities.
  • Investigate, diagnose and resolve technical 2nd line incidents and service requests, escalating appropriately to 3rd line where necessary.
  • Adhere to SLA’s, keeping users updated at all times.
  • Work independently to high standards with little intervention or assistance.
  • 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.
  • Liaise with 3rd party support for ticket resolution as appropriate.
  • Assist 1st Line Service Desk Analysts in times of need, or during busy periods.
  • 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 rules and conventions.
  • Work to deadlines as set by the Service Desk Manager.

Client Support

  • Manage client expectations when dealing with complex queries.
  • Provide accurate and consistent communication to clients.
  • Provide prompt and timely communication to clients, in accordance with the agreed SLA’s.
  • Demonstrate Company values when approaching every ticket or query.

Team Support

  • Proactive member of the team, researching new, existing, and developing IT technologies for innovation, guidance, and best practice.
  • Share technical knowledge within the business to enhance service delivery to our clients.
  • Responsible for own personal development.
  • Support new team members coaching and mentoring where required.
  • Demonstrate efficient management of own workload.

Skills and Experience Required of The 2nd Line Service Desk Analyst:

  • Microsoft 365 Certified: Modern Desktop Administrator Associate (Exams: MD-100 + MD-101)
  • MTA: Networking, Security and Windows Server Administrator Fundamental Exams.
  • Experience of working within a Service Desk environment for at least 2 years.
  • Experience of working with a variety of clients.
  • Previous experience in supporting and implementing client hardware and software.
  • 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.
  • Good knowledge of VoIP telephony.
  • Advanced knowledge of mobile phone devices, both apple and android, and hardware such as printers and Bluetooth peripherals.
  • Ability to make decisions within the boundaries of the role.
  • Ability to prioritise and multi-task efficiently.
  • Ability to proactively problem solve and identify solutions.
  • Basic understanding of GDPR principals.

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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