2nd Line Service Desk Analyst
- Burton upon Trent, Staffordshire
- Permanent
- Full-time
- Technical Support: Provide advanced technical support for hardware, software, and network issues, ensuring timely resolution of incidents and service requests.
- Incident Management: Take ownership of escalated incidents, perform thorough diagnostics, and implement effective solutions to minimize downtime and disruption.
- Problem Management: Identify recurring issues, conduct root cause analysis, and work with relevant teams to implement permanent fixes.
- Documentation: Maintain accurate and detailed records of support activities, solutions, and best practices to enhance the knowledge base and improve future support processes.
- Collaboration: Work closely with the 1st Line Support team, IT specialists, and other departments to ensure seamless support and knowledge transfer.
- Customer Service: Provide excellent customer service by communicating effectively with users, managing expectations, and ensuring a high level of satisfaction.
- Continuous Improvement: Stay updated with the latest technology trends, tools, and best practices to continuously improve support services and processes.
- Proven experience in a technical support role, preferably in a 2nd Line Support capacity.
- Experience with IT service management tools and practices.
- Familiarity with ITIL framework and best practices.
- Proactive and self-motivated with a strong sense of responsibility.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Strong attention to detail and a commitment to quality.
- ITIL Expertise: Deep understanding of ITIL processes and best practices, Knowledge of Software Delivery Lifecycle and the role of support teams within that process, ideally a qualification in ITIL/ITSM v3 or above.
- Endpoint Proficiency: Strong knowledge of Windows, iOS, Android, and MacOS operating systems, and security principles.
- Technical Expertise: Strong knowledge of IT systems, including operating systems, hardware, software, and networking.
- Problem-Solving: Excellent analytical and troubleshooting skills to diagnose and resolve complex technical issues.
- Communication: Strong verbal and written communication skills to interact effectively with users and team members.
- Customer Focus: A customer-centric approach with a commitment to delivering high-quality support and service.
- Teamwork: Ability to work collaboratively in a team environment and share knowledge with colleagues.
- Other Certifications: Relevant IT certifications (e.g. Microsoft Certified Professional) are desirable.
- The chance to further your career across our well-known brands - as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands - so you enjoy your favourite food and drink at a discount.
- Free employee assistance program - mental health, well-being, financial, and legal support because you matter!
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. - so you can enjoy a weekend away without breaking the bank.
- Refer a friend - who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
- Wagestream - access your wage before payday for when life happens.
- Retail discounts - Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…