1st/2nd Line Support

1st/2nd Line Support – Central London – £33,600 pa

Our client have an urgent requirement for a Service Desk Analyst to join their team on a permanent basis. The Service Desk Team acts as the single point of contact interacting between the business and the IT operations, applications and infrastructure teams. This position is customer facing requiring basic technical knowledge including incident, problem, change and
asset management processes.

Key Responsibilities

• Deliver 1st line support and appropriate 2nd line support (break-fix and Service Requests) effectively and in accordance with agreed service levels, standards and processes, working remotely and face-to-face with business users and 3rd Parties
• Respond to enquiries from clients and help them resolve any hardware or software problems, or carry out any requests for service
• Work with other IT Service Desk staff and Service Delivery, Application, Infrastructure Support teams and Managed Service Providers effectively to ensure an excellent end-to-end IT service.
• Undertake service analysis, proactive service monitoring or project activities as assigned
• Follow policies and procedures defined within the Knowledge Base and contribute articles where deficiencies are found.
• Mentor junior members of the team
• Complete, maintain and provide input to; Service Desk Daily/Weekly/Quarterly checks.

Technical Knowledge/Experience

• Possess extensive (2+ years) experience in a similar 1st/2nd line IT support role
• Have a good understanding of IT operational support frameworks, including ITIL disciplines
• Experience of using call logging software for workflow processing around Incidents, Service requests, Change Requests etc. (Service-Now experience advantageous)
• Strong knowledge of Microsoft-based desktop operating systems (XP/Windows 7)
  Experience with using and troubleshooting the Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint – including 2007/2010)
• Good understanding and experience of Microsoft Active Directory
• Basic understanding of networking fundamentals (WAN, LAN, TCPIP, DNS, DHCP etc.)
• Self-motivated with a ‘can do’ attitude an responding to the challenges presented by front-line IT support

In line with the Conduct Regulations 2003, when advertising permanent vacancies JNC Recruitment are acting as an Employment Agency, and when advertising temporary/contract vacancies JNC Recruitment are acting as an Employment Business.