2nd Line IT Support Analyst Rushden, East of England, England
Job description
2nd Line IT Support Analyst
Salary: £30,000
Hours: 37.5 per week / Monday to Friday
Job Type: Permanent/Fulltime
Location: Rushden, Northamptonshire (mixture of home and office working)
Purpose of Role:
This role will assist in the running of an efficient IT Service Desk, ensuring the support tickets are handled in a swift manor and support the 1st Line team.
Our Service Desk provides support for over 300 Nursery locations, as well as Support Staff; most of whom are now working from home. The successful candidate will be confident and organised and can handle a heavy workload effectively.
You will have an excellent working knowledge of Microsoft desktop products, whilst possessing an interest in delivering new technologies. For the candidate to be successful they must have a methodical approach to providing technical support and be able to demonstrate a high level of customer service and be confident in providing basic end-user training for new starters. As a point of escalation, you must be confident in handling technical issues independently and identifying the root cause efficiently.
Responsible for:
Point of contact for telephone and onsite support requests for customers throughout the business
Answer, respond to and if necessary, to create IT service requests via a ticketing system or phone
Be a point of escalation for the 1st Line team for technical problem analysis and resolution
Providing junior team members with mentoring and training
Maintain a high degree of customer service for all support queries and adhere to all service management principles, KPI’s and SLA’s
Experience of troubleshooting, supporting or maintaining Windows and other PC and virtual environments
Travel will be necessary from time to time (travel expenses paid for)
Due to the nature of the business, you will also be required to undergo a CRB (Criminal Records Bureau) check
Essential Experience:
2yrs in a previous Service Desk Tier 1/Triage role
Ticketing systems
Windows 10
Active Directory
MS Office 2016, O365
Exchange
Powershell
Experience with IP telephony and softphone clients
Good knowledge of networking
- ITIL Processes (Desirable)
Hardware troubleshooting/diagnosis (Desirable)
Qualifications
Microsoft certifications (desirable but not essential)
We look forward to receiving your application!
If you experience any problems, please email [email protected] and we will be happy to help.
Because of the nature of this job, it will be necessary for the appropriate level of criminal record disclosure to be undertaken. Therefore, it is essential in making your application that you disclose any information requested in respect of applicable convictions and cautions (including, as applicable any reprimands or final warnings). This post may be exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1974, in which case applicants are not entitled to withhold information about convictions which for other purposes are ‘spent’ under the provision of the Act unless the conviction or caution is “protected” as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013). Any such ‘protected’ conviction or caution is not subject to disclosure to employers, and cannot be taken into account. All guidance and criteria on the filtering of these cautions and convictions can be found in the DBS filtering collection, available here: https://www.gov.uk/government/collections/dbs-filtering-guidance . The fact that a pending charge, conviction, caution, reprimand or final warning has been recorded against you will not necessarily debar you from consideration for this role but any failure to disclose any such information will result in dismissal or disciplinary action.
