2nd Line Support Analyst - Deskside
Exeter, Devon
£32-35,500 + excellent benefits
Our Devon-based client is a leading business, offering superb opportunities for 2 experienced 2nd Line Support Analysts to join the IT support function as a technical escalation point for complex IT incidents within the environment.
As an employer, they pride themselves on their commitment to a better, sustainable future for generations to come – the company culture is based on the freedom to change, improve and innovate. There is an excellent career structure and reward package available, including an attractive salary structure with comprehensive benefits attached.
The role
The successful candidate will be a technical escalation point, performing comprehensive diagnostics of technical issues and using your analytical and problem-solving skills to find ways to resolve complex technical issues.
As part of a team, you will provide deskside technical support and assistance to a diverse range of internal users and systems, both locally and across other company sites in the region.
The team is responsible for incident management, fulfilling service requests, assembling IT hardware, conducting IT handovers for employees, and overseeing application upgrades. This includes ensuring installations are managed effectively and that proper change management governance is adhered to.
Perform an in-depth diagnosis to assess the impact of the incident and resolve or escalate accordingly.
Ensure a timely resolution of incidents and service requests according to SLAs and adhere to ITIL standards.
Key to this role is the ability to use your excellent interpersonal and communication skills to deliver superb levels of customer service, supporting the day-to-day operations of the organisation, ensuring the efficient use of their IT equipment and business applications.
You will work closely with the Service Desk and 3rd Line IT Teams, bridging the gap and following escalation procedures to help users resolve their issues.
This is a busy environment and will require dealing with a wide range of differing problems and solutions, so no two days are the same and would suit a candidate keen to avoid the mundane!
Proactively identify potential service impacts and escalate to the Service Desk Leaders
Contribute to the IT knowledge base, helping develop and maintain self-help IT support materials to support users and reduce support demand, as well as train junior members of the IT Service Desk Team.
The requirements:
- Demonstrable experience in a 2nd Line Desk Support role (ideally 4 to 5 years)
- A strong working knowledge of Windows 11, Microsoft 365, and networking concepts
- Microsoft Exchange Online, Citrix, Intune, Azure AD
- Ability to support hardware: desktops, laptops, printers, and mobile devices
- A solid understanding of core networking principles.
- A Degree in IT or qualifications in ITIL, CompTIA, and Microsoft will be beneficial.
- A friendly approach to problem-solving
- Excellent relationship and stakeholder management skills
- Passion for delivering a high-quality customer service experience and ongoing service development
- Able to work on your own initiative and work without supervision
- Well-developed analytical and problem-solving skills
- Strong interpersonal and proven communication skills - capable of engaging and building rapport
- Proactive team player with an enthusiasm for problem-solving, planning and prioritising a complex and varied workload.
- Willing to work onsite Monday-Friday
- Desire to pursue ongoing professional development to stay current within the technology arena.
- A full UK driving licence is essential, as the position requires supporting several sites across the region.
If you are an experienced technical support professional / 2nd Line (Deskside) Support Analyst with excellent interpersonal skills and a thorough, methodical and flexible approach, then we need to talk!
For further information and an initial discussion, please call Keith Wilkins today on 07710 753413 or send your CV to [email protected]
Please note that our specialist team personally reviews every application received, and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application, and should this be the case, please accept our apologies in advance.
Applicants must be eligible to live and work in the UK to apply for this role.
Job Type: Full-time
Pay: £32,000.00-£35,500.00 per year
Benefits:
- Company pension
- On-site parking
Application question(s):
- Can you reliably commute to Exeter EX2 daily for this job?
- Are you able to drive to attend other client locations in the region?
Work Location: In person
