SC Cleared 2nd Line Support Analyst

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My client require an SC Cleared 2nd Line Support Analyst to work with a Government department in Central London.

The 2nd line Support Analyst provide support to customers via face to face, email and phone. Analysts will primarily work on escalated tickets from 1st line and see them through to resolution. Analysts should understand incident management and request fulfilment processes, in line with Service Desk objectives.

- Act as a single point of contact for staff regarding escalated IT issues and queries

- Prioritise workloads to deal with daily set tasks and ad-hoc work

- Receive, log and manage calls from internal staff via Techbar, email or customer portal

- Maintain Asset Database and track changes when issuing or collecting hardware/software to users

- Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Smartphones, laptops, PCs and Printers

- Escalate unresolved calls to third line support if unable to resolve yourself

- Log all work in the Service Desk Call Logging system (Jira/Sunrise)

- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

- Demonstrate a high degree of customer service for all support queries and adhere to all service management principles

- Provide statistics for the weekly Service Desk report on call trends from the service desk, using the ITSM tool

- Publish support documentation to assist staff with requests for information & provide staff training if required

- Through Active Directory; create user accounts, reset passwords, create groups, etc.

- Smartphone account management and provision and iOS/Android mobiles and tablets

- Procure external technical support where problems cannot be resolved in house

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.