2nd Line Technical Support Analyst

2nd Line Technical Support Analyst required for my client based in Guildford for a 5-month contract starting ASAP.

This is an onsite role with 1 day per week WFH after 2 months.

Hours are 8-4.30 / 8.30-5pm

Rate is £26-30ph INSIDE IR35

Key Tasks

• Ownership of request through to resolution, following up and closing as necessary
• Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary
• Provide a quality level of service to Customer ensuring communication is at the forefront
• Setting up from new and re-building Laptops and Desktops
• Installation and configuration of IT Hardware and Software.
• Research, recommend, plan, develop and implement new IT solutions and technologies.
• Keep operational documentation up-to-date.
• Be the final contact point for the majority of incident or requests reducing the number of requests that require escalation
• Deputise for the IT Service Delivery Manager as required

Experience

• Extensive experience with using and administering computers
• A good understanding of ITIL methodologies under skills & knowledge
• Must be capable of defining a problem and applying a problem-solving methodology
• Must be able to priorities tasks and work under pressure.
• Previous customer facing roll
• Experience of administering a broad range of Technical/Engineering applications would be an advantage.

Knowledge / Skills

• Good working knowledge of the Windows 10\11 desktop operating systems, MECM\InTune, networking and common applications
• Proven abilities in diagnostics and troubleshooting
• Proven knowledge of hardware including - Desktops, Laptops, Soft Phones
• A good team player
• Prover knowledge of virtualisation, inc. Desktop, and its benefits.
• Excellent problem-solving skills and ability to work well as an individual and as part of a close team
• Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure
• Able to demonstrate initiative and a proactive approach to daily tasks
• Able to demonstrate a high degree of flexibility including shift and out of hours working