2nd Line Service Desk Analyst

vertex it solutions ,
Leeds, West Yorkshire
More Details
Job Type: Full-time
Salary: £21,000 per annum

Overview

JOB DESCRIPTION Role: 2nd Line Help Desk Analyst Reports to: Helpdesk Manager Due to the continued success of my client who are expanding rapidly, they are looking to add to their existing diligent and team orientated service desk. The 2nd Line Help Desk Analyst will be responsible for handling 2nd /some 3rd level support requests. Our client will offer not only a great team orientated working environment but also career development and ongoing training to get you to where you want to be. Responsibilities: Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets (SLA’S) 2nd Line IT Support relating to technical issues involving Microsoft’s core business applications and operating systems Support of disaster recovery solutions Basic technical support at the network level such as DNS/DHCP, VLAN, WAN and LAN connectivity, routers, firewalls, and security Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix Support of basic server issues prior to escalating to 3rd Line System documentation maintenance and review Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Ensure that set SLA’s are met within the time limit agreed

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