2nd Line Support

Reed

Posted 10 hours ago, valid for a month

Birmingham, West Midlands B27 6QS, England

£24,000 - £28,800 per annum

Full Time

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Sonic Summary

The job is for a Desktop Support Analyst focused on 2nd line support in Birmingham, with a contract initially until the end of the year.
The role offers a salary of £29 per hour on an umbrella basis and requires a minimum of 4 years of experience in IT Service Management.
Key responsibilities include managing incidents, troubleshooting desktop issues, and providing regular updates to customers.
Candidates should have a strong understanding of technology, excellent customer service skills, and proficiency in a corporate IT environment.
Desirable qualifications include Microsoft Certification and ITIL V3/4 Foundation Qualification.

Desktop Support Analyst // 2nd line support // ServiceNow // ITIL // Contract initially till end of year // Birmingham // £29/hour (Umbrella)

REED Technology are working with a client who are URGENTLY looking for a Desktop Support Analyst who will be responsible for resolving all 2nd Line incidents and service requests within their region. The ideal candidate will have a strong understanding of technology and excellent customer service skills.

Key Responsibilities:

Manage and prioritise all 2nd line incidents and requests according to defined SLAs.
Troubleshoot desktop computing issues based on service requests.
Deploy IT hardware and track assets during deployment.
Provide regular updates to customers throughout the incident management process.
Conduct problem analysis to implement fixes and restore service.
Troubleshoot technology and telephony issues to resolution.
Maintain equipment rooms and comply with IT Services and QSSE standards.
Support the setup of new offices, sites, or projects.
Manage Service Now ‘Stock Rooms’ and goods receipting process.
Ensure proper disposal of redundant IT equipment.
Act as an escalation point for 2nd Line support issues.
Maintain conference room IT facilities.
Escalate and track issues with vendors and internal support teams.
Analyse reports and review tickets outside of SLA.
Provide reports and updates to the Team Lead.
Provide cover for the Team Lead when required.
Support team members and exhibit flexibility in working on a rota basis.

Experience Required:

Minimum 4 years’ experience in IT Service Management principles and processes.
Proficiency in working in a Corporate IT environment.
Experience in exceeding Service Level Agreements.
Broad technical understanding of IS services.
Ability to learn and apply new technologies.
Strong business focus and customer service skills.
Working knowledge of database/excel structures and data analysis.
Valid driving license and willingness to travel.

Desirable:

Microsoft Certification.
ITIL V3/4 Foundation Qualification.
Working knowledge of Service Now.
Customer Service Experience.

If this requirement is a role you have experience and skills in, please apply using the link provided.

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