2nd Line Support

• Location: London
• Job Type: Full-time
• Salary: Competitive

A new exciting permanent opportunity has become available for a Desk Side and Technology Support Analyst to join a dynamic IT team. This role is crucial for ensuring the resolution of all 2nd Line incidents and service requests within the specified region. The ideal candidate will have a robust understanding of technology coupled with exemplary customer service skills to manage and resolve issues efficiently and effectively.

• Manage and prioritise all 2nd line incidents and requests according to defined SLAs, ensuring 100% adherence to best practice guidelines.
• Perform 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.
• Provide continual and regular updates to customers throughout the management of their incidents and requests.
• Troubleshoot a range of technology and telephony issues, investigating, diagnosing faults, and working through to resolution.
• Own and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks.
• Support the setup of new offices, sites, or projects across the local region.
• Manage Service Now ‘Stock Rooms’ and take ownership of the goods receipting process.
• Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy.
• Maintain all conference room IT facilities and act as an escalation point for local service issues.
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software.
• Provide cover for the local Desk Side and Technology Support Team Lead when required.

• Experience in IT Service Management principles and processes.
• High level of proficiency in working in a Corporate IT environment.
• Experience in working to and exceeding Service Level Agreements.
• Broad technical understanding of IS services being supported.
• Ability to apply for security clearance depending on the region.
• Strong business focus and customer service skills.
• Working knowledge of database/excel structures/tables/configurations.
• Experience in data analysis and good numeracy, analytical and reporting skills.
• A valid driving license is essential as travel to other offices is required.

• Certification from Microsoft
• ITIL V3/4 Foundation Qualification
• working knowledge of Service Now

• Competitive salary package.
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.
• Travel opportunities.

To apply for the Desk Side and Technology Support Analyst position, please submit your CV to be considered immediately.