2nd Line Support Analyst

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2nd Line Support Analyst

2nd Line Support Analyst required to join this global Consultancy organisation based in Leeds. As a 2nd Line Support Specialist you will report to the IT Service Delivery Manager and provide customer support and help on all IT related queries across business hours.

Key responsibilities:

*Logging of all IT request into the service desk tool from emails and telephone calls

*Resolving Incidents

*Updating user and asset information within the service desk tool

*Keeping users informed on status and progress of requests

*Prioritise & categorising requests in accordance with working procedures

*Maintaining call information within the service desk tool

*Monitoring and escalating calls in accordance with service levels

*Providing outage notification communications to the business community

*Log calls with external suppliers

*Site Visits

As a 2nd Line Support Analyst you will ideally have exposure to most of the following:

*Troubleshooting

oCabling

oLAN Networking

oWAN Networking

oStorage

oServerDesktop Hardware

oWindows 7

oWindows 2008 R2

oDesktop Applications

oServer Applications

*Telephone System Administration

*Virtualisation Support

*Active Directory Support

*Exchange

*Quality Data Entry, Administration and Organisation

*Good Telephone Manner & Communication Skills

*Familiar with the use of IT Service Desk Tools.

As well as having these strong IT support skills, you will demonstrate excellent customer service skills, with a good telephone manner and communication skills. You will be able to offer an element of flexibility, as some travel will be required.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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