IT Service Desk – 2nd Line Analyst

Our Client, an international profesiionl services company, are looking for talented people, distinguished by technical excellence, willingness to embrace team working and ‘think firm,’ and a passion for client service.

Group/Team structure

The IT Team is split into two areas – IT Client Services and IT Operations. The IT Client Services team, in turn is split into the IT Service Desk team comprising of Junior, First Line and Second Line analysts which provides all incident and problem support to the firm, and the IT Training team who provide all IT Training to the firm.

The role

The IT Service Desk is a technical Service Desk. The 1st line analysts are encouraged to resolve as much as possible, 2nd line analysts are encouraged to help the development of the 1st line to improve first contact resolution.

To be a successful 2nd line Service Desk Analyst we are looking for a good technical skillset, enthusiasm for helping develop our service offering and a passion for excellent customer service.
Provide 2nd line software and hardware support in relation to incident escalations from the IT Service Desk first line analysts, identifying resolutions to incidents to restore service to our customers. Resolutions will be in the form of workarounds as well as permanent solutions. Support will be provided utilising remote support wherever possible, though desk side support may be required from time to time.
Delegate non-technical desk side support tasks to the Junior Service Desk analysts where appropriate, ensuring best utilisation of your time dealing with more technical issues.
Provide 1st line support on an overflow basis, only when there are no 1st line analysts available to take calls.
Actively contribute to the technical skills development of the Service Desk. This will take place through mentoring, active contribution to the knowledgebase and sharing your technical knowledge to assist with incident resolution at first line.
Provide excellent customer service, ensuring customers are kept up to date with the progress of their incident throughout the incident lifecycle.
Maintain accurate and up to date records in the ITSM tool in relation to any incidents or problems you are working on.
Investigate problems, using your troubleshooting skills to identify the root cause of issues and identify and implement fixes, working with 3rd line support if necessary.
Escalate major incidents quickly and efficiently to the IT Service Desk Manager or to the nominated representative.
Ensure your work is completed in line with KPI targets and SLA objectives.
Visit other UK based locations as part of our monthly support rota.
You will play an active part in IT projects, representing the IT Service Desk where required to help identify issues that may affect our customers, as well as being a project resource to help deliver project work.

The working hours will be on a rota basis between our core hours of 07:30 and 18:00. The current shift patterns are 07:30-15:30, 09:00-17:00, 10:00-18:00. You will also cover the out of hours support on a rota basis, this support covers all times outside our core hours (including weekends and bank holidays except Christmas Day, Boxing Day and New Year’s Day). For this an additional premium will be paid.

Knowledge, skills and experience

You should have experience working within a professional and busy technical support team, ideally within a legal or other professional services organisation.

Knowledge and experience of working with ITIL processes and procedures.
Ability to work with people at all levels
Excellent communication skills
Willingness to go the extra mile to provide excellent customer service.
Ability to work to a high level of accuracy and efficiency with good attention to detail.
Analytical approach to troubleshooting and resolving problems and the ability to remain calm under pressure.
Strong planning and organisation skills with the ability to manage your own workload
A generally proactive approach to all aspects of work

Microsoft Windows 7, 8.1 and Windows Thin PC
VMWare Horizon VDI clients
Microsoft Office 2003, 2010 and 2013
BES12, BlackBerry 10 and Windows 8 smartphones
MITEL Telephony systems
Copitrak (Print Management)
Canon MFD’s
InterAction (CRM)
WAN/LAN infrastructure
Symantec Endpoint Protection
Microsoft System Centre (including Operations Manager)
Hornbill Supportworks (ITSM tool)
Microsoft Active Directory and Group Policy
Microsoft Exchange Server 2010

We are looking for somebody with a good level of broad technical experience of using and/or supporting the following technologies, or other equivalent:

You must be eligible to live and work in the UK to apply for this position.

To hear more about this challenging role, call Keith Wilkins today or send your CV to us for immediate review. Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.

Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.