2nd Line Service Desk Analyst

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This is a great time to join ODEON's IT department as not only have we just moved to a brand new office on First Street in Manchester City Centre boasting an auditorium, Winter Gardens and PS4/Xbox One, We are also moving forward into the future with our IT and Front-Facing User Systems over the next year.!

The Role

Providing 2nd level support of ODEONs hardware, infrastructure, and applications including on call as required

Providing a technical escalation point for 1st Line Analysts

To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON's business applications

To work within the Incident Management Process, Service Request, and Major Incident Process

To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue

To ensure calls are associated with the Problem Management process as required.

Creation of knowledge-based documentation and training material

To liaise closely with team members, passing calls through to keeping the customer updated

Excellent record taking ensuring that all relevant details are recorded in tickets

Data and record management, to maintain additions and deletions of users and user information.

What does it take?

Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.

Broad understanding of corporate applications

Ability to manage, prioritise, coordinate calls effectively

A strong eye for detail and reacts quickly to identify and resolve issues

Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes

Proven planning and organising skills being able to manage, prioritise and coordinate effectively

Team player with the ability to operate well and thrive in a team culture

What's on Offer?

Yearly performance bonus

25-days holiday + 8 days bank holiday

Film card entitling you to free film for you and your friends

Healthcare

Plus much more.