2^nd Line Support Analyst

Overview

An excellent opportunity to join a global professional services firm in their central London offices. Second line Support Engineer is a member of the Service Desk team and is jointly accountable for meeting the team's overall objectives and supporting IT in delivering customer satisfaction across all IT services. The role provides key technical analysis of Support services related issues as part of the IT delivery of core services across the business, in accordance with agreed service level agreements (SLA's). The role holder is expected to focus on a specific core technology in undertaking this analytical role.

Responsibilities

Service Delivery: Accountable for supporting the delivery of technical services that meet performance objectives using approved processes and tools. Analyse the state of the technical environment using monitoring and reporting tools, and support the rectification of any operations that are running outside of their normal state.
* Compliance: Delivery of activities to be fully compliant with all company processes in respect of the ITIL framework and functions.
* Continuous Improvement: Identify and deliver potential areas of improvement to technology or process. Write and edit work instructions for tasks in Service Desk technical area ensuring all work is completed to these high standards.

Key Interfaces:

* Adhere to all Service Desk processes, procedures and guidelines.
* Administer all Service Requests, ensuring they are properly assigned and responded to within Service Levels.
* To provide technical support/user administration of End User related services for points of escalation.
* To ensure that requests for assistance, incidents and Service Requests are properly logged, assigned and responded to within service level agreements and according to agreed standards and procedures.
* Ensure appropriate focus is given to logged calls by the support teams, depending on the priority of the call.
* To ensure adherence to escalation procedures. Respond to escalated, complex and high impact user calls within service level agreements.
* To advise and assist colleagues in the provision of services.
* To receive requests for assistance from users in a customer-friendly and professional manner and maintain accurate log entries of incidents, queries and Service Requests with full details and contact information.
* To search documentation and previous requests for assistance on related topics to establish possible solutions to calls.
* To respond to requests for assistance by providing information to enable callers to solve their problems.

Requirements

Knowledge and Experience:
Successful candidates will possess or demonstrate a majority of the following:
* Exceptional 2nd level support experience preferably within a remote support position for approximately 2 years or more.
* Current Windows OS (Windows7 & 10) level knowledge
* Current MS Office level support experience
* IPhone & Mobile Broadband experience
* Active Directory experience
* Laptop support experience & knowledge
* ITIL foundation (desirable) or working understanding
* MCSA certified or able to demonstrate equivalent skill set.
* Monitor End User Services in a proactive way to minimise the occurrence of service outage and hands on experience in providing efficient and reliable service to End users by providing Remote support
* Handle, investigate and resolve Incidents on the Service Desk in order to maximise system availability for users in a timely fashion and in such a way as to exceed the set Service Levels
* Further analysis of Incidents and Problems to arrive at Root Causes (RCA)
* Recommend design and build Improvement's for the environment
* Bitlocker experience
* Knowledge of NTFS share permissions , Logon Scripts , User Profiles (Local and Network)
* Data analysis/ migration.
* Excellent Microsoft Office 365 skills.
* Good Troubleshooting skills in Outlook 2016 and mobile device management etc.
* Implementing and troubleshooting complex Active Directory Group policy configurations.
* Experience of working in an ITIL based "best in class" Service Desk at least 2 years professional industry standard.
* MITEL phone systems
* Experience of delivering and managing services to Service Level Agreements.
* Excellent verbal & written communication skills, with well-structured and analytical approach to reporting.
* Ability to manage multiple tasks and to work independently if required.
* Good time management, scheduling and coordination skills
* Well-developed problem solving skills
* A positive, pro-active approach to maintaining and improving service levels

Contact james.thompson@markssattin.com for consideration