Second Line Support Analyst

Ampa Group

  • Birmingham
  • Permanent
  • Full-time
  • 8 days ago
We are looking for a Second Line Service Desk Analyst to join our multi-functional IT team, part of the firm’s Business Operations group.The working hours will be 37 hours per week, working between the hours of 7.00 am and 7.00 pm Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required.What you will be doing:
  • Ownership, monitoring, tracking, and communication about incidents assign to the relevant IT Support Team
  • Resolving IT support incidents and service requests within agreed SLA timeframes
  • Recording, ownership, monitoring, tracking, and communication about incidents
  • Investigating and diagnosing incidents escalated from the Service Desk/IT Support
  • Escalating incidents to IT Management/External Vendors
  • Providing desktop hardware and software support
  • Updating Service Desk systems in accordance with internal procedures
  • Delivering remote support for home workers
  • Onsite Support for designated locations – travelling to other offices may be required
What you will need:
  • A minimum of 2-3 years experience working in an IT service desk environment
  • Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365 with knowledge of supporting Windows operating systems
  • The ability to provide full user account management
  • A knowledge of printer and network troubleshooting
  • Excellent communication skills and committed to delivering excellent levels of service to clients at all times
  • Proven problem solving skills
  • Excellent personal organisation, the ability to prioritise and carry out multiple tasks
Benefits, Agile Working and Additional informationWe embrace agile working and offer a blended approach to where and how we work.We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Solihull, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Peacehaven, Seaford, Storrington, Southampton & Tunbridge Wells.Additional informationWant to find more about our ?Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found .Equal opportunitiesAmpa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

Ampa Group