2nd Line Support Analyst

We are currently hiring for a 2nd Line Support Analyst for an initial 3-6 months contract assignment based in London. (The duration is very likely to extend)

This is a 5 days on site, office based role.

The role of technical analyst is to act as an extension of our Client`s Service Desk to provide 2nd Line technical support services. The position requires the Technical Analyst to manage service desk tickets through to resolution by owning the onsite support queue and resolving tickets within service level agreement.

What does our IT Service Desk do?

You will be part of the front line IT Service Desk team providing support to users across the UK. You will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be and predominantly will provide support to our colleagues

Key Duties & Responsibilities:

Act as the Customer Champion, coordinate and escalate tickets o Including regular catch ups with Service Delivery Manager

2nd Line Support

Device Management

Supply, configure, install, and support all business-as-usual Hardware and Mobile Devices

Asset Reporting

Managing stock levels for devices and peripherals

Reporting information back to customer when levels are low

Managing Monthly Patching Schedule & system updates via RMM

Health check and non-compliant devices

Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager

Infrastructure/Network Alerting

Device issues

Software Management: Teams, Exchange, SharePoint, OneDrive, Yammer

Procure, install, configure, and support Windows 10 Enterprise Licenses for all Devices either to End Users or provided for multiple user devices.
Procure Microsoft Office versions as provided by Office 365 and all suite of applications, including installation on Devices and support and maintenance.

Security administration, Assisting End Users with queries/issues

Ability to work independently and as part of a team.
Working in a pressurised environment handling multiple tickets and incoming requests
Exceptional customer service skills and engagement.
2nd Line Service desk experience
Experience of working with Microsoft technologies (incl. AD, Windows Server, DNS, DHCP, NPS)
Experience of working with network technologies (Firewall, Switches, Routers, Wi-Fi)
Experience in Cloud Solutions (Microsoft Office 365, Azure)
Experience in Storage Solutions (NAS, SharePoint)
Experience in Virtualisation Technologies (VMWare, Hyper-V)
Experience with RMM Management
Experience with PSA Management
Experience with Document Management Systems