Are you a skilled IT professional with a passion for providing exceptional technical support? We are seeking a
2nd Line analyst
To join our dynamic team. As a key member of our IT support department, you will play a crucial role in ensuring smooth operations and outstanding service for our clients.
Responsibilities:
1. Technical Support:
Provide 2nd line technical support to end-users, addressing hardware and software issues promptly and efficiently.
2. Incident Management:
Take ownership of customer incidents or service requests, seeing them through to resolution.
3. Ticket Management:
Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
4. Clientmunication:
Maintain accurate support tickets and provide daily progress updates to clients.
5. Escalation:
Escalate incidents or service requests that require higher-level resolution.
6. Positive Customer Interaction:
Build rapport with customers, focusing on their business needs and delivering excellent service.
7. Infrastructure Assistance:
Assist with infrastructure tasks as needed.
8. User Security:
Maintain user security across all systems.
9. Service Requestpletion:
Ensure timelypletion of service requests.
10. Administration:
Manage Active Directory, end-user devices, Office 365, and business applications.
Skills & Qualifications:
11. Experience:
At least 4 years of experience in amercial IT support environment, preferably within a Managed Service Provider.
12. Technical Proficiency:Familiarity with service management toolsets (, ServiceNow) and best practices (ITIL).Proficiency in diagnosing and troubleshootingplex IT issues.Knowledge of various versions of MS Windows, basic TCP/IP networking, Citrix, and MS Office (including Office 365).
13. Excellent verbal and writtenmunication skills.
14. Ability to interact effectively with users at all levels.
15. Problem-Solving Attitude:Proactive approach to resolving issues.Ability to prioritize and escalate problems appropriately.
16. Team Player:Collaborate effectively with colleagues.
17. Adaptability:Thrive in a fast-paced and ever-changing environment.
If you are a dedicated IT professional looking for an exciting opportunity to contribute to a growing organisation, we encourage you to apply! Join us in delivering top-notch service and technical support to our valued clients.