2nd Line IT Support Analyst SME

Our Client, a market-leading organisation rapidly growing through business acquisition, is seeking a 2nd Line IT Support Analyst to join their global IT shared service center based in Milton Keynes.

As a 2nd Line IT Support Analyst, you will be working closely with the third-party first-line team, providing them with new knowledge articles to enhance their support capabilities. You will provide support and resolution to high-level 2nd line support escalations, then provide problem management activities to perform root cause analysis and implement preventative measures to manage incidents through the ServiceNow ITSM.

The successful candidate will be supporting the 3rd party provider and employees during core business hours (7 AM - 7 PM, Monday to Friday) in the office, as well as outside of core hours (7 PM - 2 AM, Monday to Friday) remotely on a rota basis. Additionally, you will support the business on weekends and bank holidays on a 24/7 rota, with voluntary on-call weekend shifts available for those who wish to take them. Additionally, once every week there is an evening shift from home (6 PM - 12 AM) with an offered added compensation.

This is an exceptional opportunity to join a market-leading organization and be part of a dynamic and supportive team. Working in a large enterprise, you will have the chance to grow your network and gain exposure to a wide range of technologies and business functions.

Responsibilities

• Provide 2nd-line to the offshore support team, primarily through remote and email-based assistance for employees worldwide.
• Monitor and enhance customer experience, collaborating with Unisys to achieve high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
• Facilitate cross-team communication, ensuring unresolved IT issues are escalated and triaged promptly.
• Maintain and update Knowledge Base (KB) articles, serving as the Subject Matter Expert (SME) for relevant content.
• Offer executive user support to key stakeholders and senior management.
• Manage escalated incidents and requests via ServiceNow, ensuring timely resolution.
• Utilize advanced IT troubleshooting and analytical skills for issue diagnosis and support.
• Take ownership of unresolved issues, delegating tasks to appropriate teams as needed.
• Escalate wider-impacting support issues to the Service Desk Team Lead and Head of IT Support when necessary.
• Conduct advanced network troubleshooting and root cause analysis.
• Provide advanced support for mobile devices (Apple & Android) and Mac OS X.
• Administer Active Directory Users and Computers through ADMP and CoreView.
• Deliver expert-level support for Windows 10, Windows 11, and Microsoft products.
• Assist with ad-hoc support requests, including desk moves and desk-side support.
• Act as a Major Incident (MI) owner, ensuring adherence to the documented MI process.

Skills and experience

• Possess strong technical skills in Windows Administration, Office365 admin, AzureAD Citrix, Intune, iOS, Azure.
• Knowledge of experience in ITSM ticketing systems ideally ServiceNow
• Strong knowledge of ITIL or preferably possess ITIL Foundation V3/V4
• Strong background in Windows and Microsoft Office administration
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Teams, Zoom, Whatsapp, Cisco Webex etc.
• Excellent analytical and problem-solving skills, with the ability to think creatively and strategically.
• Strong communication skills, with the ability to clearly articulate technical issues to non-technical stakeholders.
• Ability to work independently and as part of a team, with a focus on achieving results.

Location: Milton Keynes, Buckinghamshire (Hybrid Remote)

Status: Permanent, Full Time

Salary: £30,000 - £35,000 per annum

Benefits: Annual bonus program, optional on-call, paid training and development, excellent holiday allowance, great pension, health, and life insurance + more!

Do not let this opportunity pass you by which could be the catalyst to your IT career offering fantastic prospects and well-paid positions. Please forward CV details for immediate consideration and interview.