2nd Line Support Analyst - 5 days in the office
We are working with a fantastic client of ours who are looking for an experienced 2nd Line Support Analyst to join them on an initial 6 month contract. The role is 5 days onsite.
Responsibilities:
- Act as 2nd line (Phone, Chat, Desk) point of contact for queries on the client's IT product/services, ensuring assigned SNOW requests and incidents tickets are resolved in a timely manner, meeting quality standards and defined service level targets.
- Ensure sufficient relevant information is gathered and maintained as part of the ticket handling process and assigned SNOW ticket is always updated.
- Perform root cause analysis to support continuous improvements in service delivery and customer experience for Workplace related incidents.
- Provisioning and support of IT related equipment
- Accountability for reserved Asset tagged Desktop/Laptop,/Tablet hardware from general stock and other peripherals e.g. printer, display screens, docking stations etc. until dispatched to Customer, ensuring Asset and Stock Control processes are always followed.
- Support on-site activities aligned to the Workplace role including but not limited to IT deskside support, Tape Backup/Restore, IT Hardware maintenance and decommission of IT assets.
Expected Technical Experience:
- Microsoft Windows o/s (Windows 10) – working knowledge of build, configuration and registry settings.
- Desktop hardware architecture.
- SCCM experience including OS deployment, application deployment, fault finding, monitoring and reporting.
- Microsoft Office suite – configuration, templates, macros, add-ins, advanced features and user preference configuration.
- Office 365, TEAMs, Exchange On-line, One Drive and SharePoint.
- Active Directory – basic administration, Group Policy.
- Appsense (Environment Manager & App Manager, basic policy fault finding expertise)
- Messaging and collaboration tools – an appreciation of the Microsoft Exchange environment, email client configuration such as MS Outlook, instant messaging tools and video conferencing.
- Email security products e.g. Retarus and an appreciation of white/black Listing
- Understanding of virtualisation technology e.g. VMWare
- Networks – experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity.
- Telephony – office based telephony services, VOIP, mobile device configuration, tethering and mobile peripherals.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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