Role: 2nd Line Service Desk Analyst
Day rate: £200 - £250 pd INSIDE IR35
Duration: 3 months
Location: York (Hybrid Working: 2 days WFH, 3 days onsite)
Start: ASAP
Key Responsibilities:
- Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
- Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
- Identify and escalate, to the Senior IT Service Desk Analyst – Tier 2, incidents and requests that potentially need input
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA).
- Escalate incidents, to the Senior IT Service Desk Analyst.
- Identify problems via root cause analysis along with incident trends.
- Where necessary provide Tier 1 support in accordance with IT policies and procedures.
- Assist in the management of all IT hardware and software assets.
- Perform any other tasks assigned to you. This includes regular tasks and any ad hoc requirements as defined by the IT Service Desk Manager or senior members of the team.
Knowledge and experience:
- 2nd line experience on a busy IT Service Desk
- Experience working to and reporting against SLAs.
- Working in large scale, multi-site environments.
- Windows 10 support in a domain environment.
- Hardware, software and peripheral troubleshooting and support.
- Active Directory/Azure Active Directory administration.
- Working knowledge of TCP/IP networks.
- Office 365 administration, troubleshooting and support.
- Azure Intune troubleshooting and support.
- VPN troubleshooting and support.