1. IT Support Analyst( (1st & 2nd line ). Birmingham City Centre. Immediate Start
2. Inside IR35 (DOE) Experience with SCCM essential .Office based Role
About Our Client
This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.
Job Description
1st Line Support
3. Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
4. Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
5. Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
6. Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
7. Visiting other offices to deliver IT projects or resolve specific IT issues, as required
8. Communicating effectively with the Service Desk Team Leader and other colleagues
9. Providing cover for employee absence
2nd Line Support
10. Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
11. Contributing to the Change Management and Problem Management processes
12. Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
13. Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs
The Successful Applicant
The successful candidate will have:· IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)· Minimum 3 years' experience in a similar role· Knowledge and experience of Microsoft operating systems, Active Directory and O365· Experience of working in an ITIL environment· Basic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCM· Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)· Excellent customer service and client-facing skills· Excellent communication skills - both written and verbal· Proven analytical and problem-solving abilities· Ability to work in a high-pressure environment· A self-motivated and proactive attitude· Experience of working in a team-oriented, collaborative environment
What's on Offer
14. Daily Rate inside IR35 ( £100 -£180 DOE)
15. Office based role ( 5 days a week) Birmingham City Centre
16. 3 month contract
17. Immediate Start!