Reports To: 2nd Line Team LeaderLocation: Wilmslow/RemoteHours of Work: Mon-Fri 8am-6pm (Rota shifts)The RoleThe 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.DutiesInclude but not limited to:and capacity monitoring of systems and environmentscompliance monitoring and proactive / reactive management of issuesof escalated colleague service requests or incidents as assigned within SLA1st Line support / Service Desk in busy periodsnew hardware such as PCs, Laptops, iPhones and iPads.end user compute support taskswith 3rd party SuppliersEscalating calls where necessary to 3rd line supportand 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.Skillsfocussed and personal drive to deliver the best solutionsto deliver the best customer service putting your colleagues at the heart of everything you docommunicator on the telephone, through email, and face to faceorganisational skillsattention to detailteam player with the ability to act on your own initiative when requiredand desire to learn about the systems we supportsolving problemsto prioritise your own work loads and manage expectationsand focusedTechnologies Knowledge and experience in the following is crucialWindows Platforms – Windows 10/11, Server 2012, 2016, 2019IT HardwareActive DirectoryPowerShellM365 / Teams / SharePoint / OneDriveAntivirus softwareIntune Endpoint Manager Cloud based technologies (Azure / AWS)AutopilotCloud Based TelephonyITSM ToolsKnowledge and experience in the following will be advantageous.Hyper VVPN, RDP Mobile devices – iPhone, iPadGoogle SuiteApple Business ManagementMulti-Tenant administrationExperience in tenant migration