2nd Line Support Analyst

Overview of the Role-

Work in a team of Second Line Support Analysts, delivering Second Line and Desktop Support services to the business.

Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with standard processes, and within agreed Service Levels.

Assist with the organisation and delivery of remote support visits, attending remote sites, or liaising with external support providers when required.

Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment such as laptops, tablets, smartphones etc, in accordance with relevant Asset Management processes.

Ensure all activities within the Second Line function are conducted within the scope of relevant defined processes, such as Incident, Problem, Change, Knowledge, Request Fulfilment etc.

Participate in the Incident Management Triage process, assisting with the timely and efficient processing of Incidents across the IT Department.

Participate in technical processes relating to the Windows Image build and deployment.

Assist with the development and delivery of ITIL Service Management processes (e.g. Problem or Knowledge Management) when required.

Work with the IT Second Line Team Lead to continuously develop and improve working practices, processes and standards within the Second Line team.

Support, mentor and develop First Line staff, improving skill sets and raising the technical capabilities of the team.

Proactively identify risks, and ensure that they are effectively managed such that all IT related Second Line activities operate within a suitable internal controls environment.

Then some key skill - however, flexible in these:

• Significant experience working in a support role within a busy IT Technical Support environment.

• Significant experience of diagnosis and rectification of faults.

• Strong knowledge of and experience with hardware, software and mobile technologies.

• Experience with a range of technologies, including Active Directory, GPO, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, Networking (LAN, wifi, VPN) etc.

• Demonstrable experience using service management toolsets.

• Demonstrable experience liaising with both internal and external suppliers and contractors.

• Capacity to keep abreast of and to adapt to new technology and tools both for internal IT use and to identify potential applications within the business.

• The ability to work under pressure whilst maintaining a strong customer service ethic.

• Excellent communication skills, both written and oral, and the ability to produce clear and concise work instructions and support documentation.

• Full driving licence, and willingness to deliver support to sites across the Midlands, East and South East on occasion, as required.

GCS is acting as an Employment Business in relation to this vacancy.