IT Support Analyst - 2nd Line

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This company is hiring for an experienced 2nd line IT Analyst to join their friendly corporate team in London.

Position Expectations

- Manage Global ticket queue; Ensure timely and quality closure of trouble tickets and service requests in accordance with established SLA's, 24x7.

- To provide system; servers & application support to all company users.

- Prioritize Service requests / incidents based on severity and workload; as well as manage all deadlines.

- Follow their Global Information security policy while making any infrastructure changes & providing technical support.

- Build, install and deliver PCs as required by the business

- Build, support and maintenance of their UK server environment.

- Communicate effectively within the company and with clients to help promote a culture of mutual understanding

- Act as a resource for employees regarding any computer questions or applications, in person and through the use of an IT ticket system, including working with customer IT departments to resolve issues.

- Responsible for developing computer information resources, IT procedure manuals and disaster recovery processes for the company as assigned.

- Responsible for consulting with users, management, vendors and technicians to assess computing needs, system requirements, installation or repair time, costs, resources and materials needed.

- Responsible for meeting reporting requirements, including but not limited to metrics.

- Responsible for staying current with advances in technology, new software applications and new hardware in order to serve as an advisor to other employees.

Personal Success Characteristics

- Along with IT proficiency, this position requires the ability to meet deadlines paying close attention to detail throughout.

- Expert ability to operate standard office equipment, including telephones, personal computers, printers etc.

- Ability to multi-task and take part in multiple projects at any given time, as well as perform accurately under time pressures and constraints in an environment of multiple demands and distractions.

- Initiative and good judgment, functioning well under pressure and able to switch gears at a moment's notice.

- Customer service oriented, demonstrating flexibility and responsiveness at all times.

- Willing and able to be flexible in working practices

- Creative thinker skilled at solving problems for users

- A detail oriented, well-organized, self-motivated, problem solver who can work independently.

Technical requirements:

- Demonstrable advanced level of hands on efficiency in all Microsoft Office Products.

- Extensive experience in PC support, Microsoft Operating Systems Windows 7/10, Active Directory, Microsoft Exchange 2010, Server 2012R2 / 2016

- Remote working and connectivity tools such as WebEx, LogMein, Dameware.

- ITIL or IT Service Management experienced

- Smart Phone and Mobile Phone Support

- Document Management Systems and SharePoint

Location:

London with occasional travel.