2nd Line Support

• 2nd Line Support Analyst
• Manchester - 5 days in the office
• £33 per hour (inside IR35)

Our client in Manchester is looking for 2nd line support analyst who will be responsible for all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.

Main duties and responsibilities:

• Manage and prioritise all 2nd line incidents and requests according to defined SLAs
• Act as an escalation point for 2nd Line support issues
• General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk
• Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution

The following skills and experience will be essential for this role:

• You must have active Security Clearance
• A valid driving license is essential as travel will be required to other SNCL offices
• High level of proficiency and knowledge of working in a Corporate IT environment
• At least 4 years’ experience in IT Service Management principles and processes
• Experience in working to (and exceeding) Service Level Agreements