2nd Line Support-MUST HAVE CURRENT SC CLEARANCE

Our client are a large global consultancy.  The Desk Side and Technology Support  Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region.  They will have a good understanding of technology and demonstrate excellent customer service skills.

• Manage and prioritise all 2nd line incidents and requests according to defined SLAs  - ensure 100% adherence to  best practice guidelines

• General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.

Essential:

• At least 4 years’ experience in IT Service Management principles and processes

• High level of proficiency and knowledge of working in a Corporate IT environment

• Experience in working to (and exceeding) Service Level Agreements

• Broad technical understanding of IS services being supported