Desktop Support Lead/Senior 2nd Line Support Analyst
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A fantastic opportunity has arisen for a Desktop Support Lead/Senior 2nd Line Support Analyst to join our leading legal client on a permanent basis.
Desktop Support Lead/Senior 2nd Line Support Analyst
Responsibilities and Duties:
• Using the Incident Management tool to record and accurately create / update all Incidents/Requests in line with defined quality requirements.
• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
• Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
• Provide support at events and meetings in line with the business requirements.
• Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.
• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.
• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base
Desktop Support Lead/Senior 2nd Line Support Analyst
Knowledge, Sills and Experience:
• At least two years experience in a similar role.
• ITIL Foundation accreditation preferred.
• Strong knowledge of Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.
• Intune, Intra and Windows 11 knowledge.
• Familiarity with Windows administration and networking desired.
Desktop Support Lead/Senior 2nd Line Support Analyst