Reports To: 2nd Line Team Leader
Location: Wilmslow/Remote
Hours of Work: Mon-Fri 8am-6pm (Rota shifts)
The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1500 colleagues.
In the role of 2nd Line Support Analyst, you will be responsible for interpreting escalated user problems and identifying solutions. The role of the IT Support team is to ensure that our colleagues have the technology they need to do their roles to achieve our business objectives.
We are looking for customer focussed people to join our IT department to support our colleagues both hands on in the office and remotely across the UK.
This role would suit someone looking for their next role in IT having at least 1 years’ experience in a similar role preferably with ITIL and Microsoft certifications.
Duties
Include but not limited to:
* and capacity monitoring of systems and environments
* compliance monitoring and proactive / reactive management of issues
* of escalated colleague service requests or incidents as assigned within SLA
* 1st Line support / Service Desk in busy periods
* new hardware such as PCs, Laptops, iPhones and iPads.
* end user compute support tasks
* with 3rd party Suppliers
Escalating calls where necessary to 3rd line support
* and manage user accounts and licences in M365, Local Active Directory and Azure Active Directory.
* will be required to travel to other offices as and when required.
Skills
* focussed and personal drive to deliver the best solutions
* to deliver the best customer service putting your colleagues at the heart of everything you do
* communicator on the telephone, through email, and face to face
* organisational skills
* attention to detail
* team player with the ability to act on your own initiative when required
* and desire to learn about the systems we support
* solving problems
* to prioritise your own work loads and manage expectations
* and focused
Technologies
Knowledge and experience in the following is crucial
* Windows Platforms – Windows 10/11, Server 2012, 2016, 2019
* IT Hardware
* Active Directory
* PowerShell
* M365 / Teams / SharePoint / OneDrive
* Antivirus software
* Intune Endpoint Manager
* Cloud based technologies (Azure / AWS)
* Autopilot
* Cloud Based Telephony
* ITSM Tools
Knowledge and experience in the following will be advantageous.
* Hyper V
* VPN, RDP
* Mobile devices – iPhone, iPad
* Google Suite
* Apple Business Management
* Multi-Tenant administration
* Experience in tenant migration