2nd Line IT Remote Support Senior Analyst Sc Cleared

An exciting opportunity has arisen for a Managed Service Desk/ Remote/ Helpdesk Senior Support Analyst to join this well established blue chip organisation at their offices in Northampton.

As a Remote/ Helpdesk Senior support analyst you will:

Provide 2nd tier support and resolution to customer issues within agreed service levels utilizing service management tools and resources.

Act as an effective escalation point to 1st tier analysts imparting effective troubleshooting advice and knowledge.

Ensure that incident records are correctly updated, with accurate details and activities.

Essential Knowledge & Experience

*Technical Help desk experience – 3+ years
*Customer Service experience – 2+ years

*A thorough working knowledge of Windows Vista, Windows 7, Office 2003, Office 2010, Active Directory and DHCP
*A good understanding of Server 2003, Server 2008,Exchange 2003, Exchange 2007
*A thorough knowledge of hardware vetting – Desktop PC’s, Laptops, Tablets and Printers
*Appreciation of networking technologies & protocols, e.g. Routers, Switches, TCP/IP
*Good knowledge of Blackberry’s, BES administration and mobile devices

A good team player with previous IT Help desk experience is essential and must be customer focused with excellent communication skills a proactive attitude, excellent attention to detail and a willingness to learn.

Essential Qualifications:
A minimum of 6 x GCSE’s (grade A-C)
Microsoft Certified Professional accreditations in client and server operating systems

ITIL foundation v£ certification is desirable. Studying for the Microsoft certifications is encouraged and supported.

So if you are an experienced Remote/IT Help desk support analyst looking for their next challenge please apply!