IT Support Analyst (1st & 2nd Line )

Michael Page

  • Birmingham
  • £28,597 per year
  • Temporary
  • Full-time
  • 6 hours ago
  • Apply easily
The IT Support Analyst role focuses on delivering exceptional 1st and 2nd line technical support to end-users within the professional services industry. This temporary position will see you working closely with the technology department to resolve technical issues efficiently and maintain smooth operations.1st Line Support
  • 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
  • Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
  • Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
  • Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
  • Visiting other offices to deliver IT projects or resolve specific IT issues, as required
  • Communicating effectively with the Service Desk Team Leader and other colleagues
  • Providing cover for employee absence
2nd Line Support
  • Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
  • Contributing to the Change Management and Problem Management processes
  • Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
  • 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
IT Support Analyst( (1st & 2nd line ) . Birmingham City Centre. Immediate StartInside IR35 (DOE) Experience with SCCM essential .Office based RoleThe 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 environmentThis 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.
  • Daily Rate inside IR35 ( £100 -£180 DOE)
  • Office based role ( 5 days a week) Birmingham City Centre
  • 3 month contract
  • Immediate Start!

Michael Page