2nd Line Support Analyst

Brightside Group plc. is one of the fastest growing insurance broking and financial services businesses in the UK. We specialise in delivering market-leading insurance solutions to individuals and businesses. We are focused on customer service and operational excellence, adding value for our policyholders and business partners alike across all classes of insurance. We are looking for a 2nd Line Support Analyst to come and join in our success.

2nd Line Support Analyst Job Role

The successful candidate will be responsible for providing IT support to the whole Group across the various locations, delivering a high quality service in a demanding position. The IT Support Analyst will be based at 3 days a week in our Cardiff office and 2 days a week in out office in Bristol, Aust.

Role Specifics for 2nd Line Support Analyst

• To provide 2nd line user support for in-house software and hardware
• Assist in maintaining and supporting the network infrastructure, computer hardware, all peripherals and telephone systems
• Monitor logging and tracking of helpdesk requests
• Managing your own helpdesk queue and dealing with calls within the set SLA’s
• Building and maintaining all laptops and desktop computers
• Escalating any calls through the Service desk to the Infrastructure team and application support team
• Dealing with and managing our external suppliers, managing any calls that are logged through to their closure.
• Dealing with desk and office moves for the business requirements
• Managing the internal assets lists, software and hardware
• Being available for any IT project work as requested by their manager.

Skills/ Experience

• You must have experience in 1st level IT helpdesk/Support.
• A sound knowledge of IT including PC/server support, software support (XP Pro, Win 7, MS Office 2007, 2010) and networking technologies.
• A good working knowledge of MS 2003/8 server, MS Exchange 2003/2007, Active Directory,
• Good problem solving skills.
• Ability to work under pressure
• You must be flexible and able to prioritise
• Excellent communication skills as will be dealing with Directors and Senior Managers within the business

Location

You will be based in our spacious Call Centre which is idyllically located in North Bristol overlooking the Severn Bridge however, you will re required to travel to out Cardiff office with relative frequency. Due to our duel locations it is essential that all our employees have their own transport to get to our offices. There is plenty of FREE parking avaliable in out Bristol office.