2nd Line Support Analyst

Nigel Wright ,
Billingham, Durham
More Details
Job Type: Full-time
Salary: £25,000 per annum

Overview

The Company: My client is a global training provider looking for an experienced Support Analyst to join their growing IT Team. This is a permanent role where the ideal candidate will support a large international business within a strong in-house IT function. The IT division supports approximately 1000 staff and operations in 37 locations across Europe, Asia, Africa and the Americas so you will support have the opportunity to work with domestic and international staff. Once a month you will be required to travel to one of their non-UK operations, providing excellent customer service and on-site support - each trip should last around 2-3 days and will mostly involve Western European travel. Over the course of the year further travel may be required for but a lot less frequently. The rest of the time you'll be based at the Teesside Headquarters. I am looking for an ambitious, talented and enthusiastic candidate with strong communication and personal skills to join the business on a full-time basis Key Responsibilities: Providing central IT Service Desk management and customer support on hardware, application and network issues Providing onsite end user and VIP support Liaising with employees, clients and third-party suppliers to identify causes of IT issues and implement solutions Escalating issues internally and to external support where necessary Monitoring the internal Service Desk system ensuring that all incidents and service requests are assigned to the appropriate support team to be progressed and expedited within agreed service levels Proactively ensure that agreed service level agreements are monitored and relevant reports are produced Identify process changes that proactively enhance the service provided by the team Hardware and equipment build including software and OS imaging Procurement activities using agreed service partners You will also be required to travel to various office locations across the group The ideal candidate will have the following skills and experience: Strong Knowledge of Windows Desktop Operating Systems and Microsoft Software Packages Proving face to face support and excellent customer service skills Working and delivering to SLAs Utilising a service desk management tool Awareness of IP, DNS and DHCP network support Approachable and friendly with excellent communication and interpersonal skills Strong customer service skills Positive and motivated attitude to deliver excellence Ability to work collaboratively and as part of a team Full clean driving licence & No international travel restrictions Beneficial but non-essential experience: Meraki / firewall knowledge VOIP Telephony admin experience An understanding of ITIL

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