Job title: 2nd Line Service Desk Analyst
Job Location: Wakefield
Salary: £22,000 – £26,000 – DOE
Other Benefits: 22 days leave, Private medical Insurance, Life Insurance
Industry: Professional Services
Skills: As Below
Qualifications: Any Industry related
Work Hours: 37 hours PW
2nd Line Service Desk Analyst – Wakefield
If you have experience as a 2nd Line Service Desk Analyst and are looking for a new challenge, then you should consider this opportunity to work in one of the leading professional service organisations in the sector.
Brief list of role responsibilities:
* Efficient provision of 2nd Line support to all users – assisting with general computer, systems and software enquiries from other colleagues within the Firm.
* Use of business logging tool to both ensure request record tracking and to provide user updates.
* Collaborate with the IT Service Desk team and support the IT service delivery strategy with a continued focus on delivering best in class customer service.
* Fully own problems up to their successful resolution – researching answers using appropriate available resources when required.
* Provide assistance with support call answering if needed.
* Maintain a focus on self-development and update the IT knowledge base with new information to help ensure it is kept accurate and up-to-date.
Experience Required
As well as exhibiting the highest standards of integrity and being committed to excellence with outstanding customer service and communication skills, we are looking for:
* MS Operating System knowledge (Windows 7/10).
* MS Office software experience (2010/16/365).
* MS Active Directory Experience.
* Citrix environment experience.
* Prior experience within a busy service desk environment (2+ years) – preferably 2nd line.
* Someone who thrives in a team but is also capable and confident when working unsupervised.
* An excellent ability to deal with all levels of seniority, both junior, top executive and 3rd.
* Ideally a candidate with ITIL Certification.
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