2nd line support analyst
Posted Today by Reed on Reed
£33 Per hour
Inside
Onsite
Manchester, Lancashire
Summary: The 2nd Line Support Analyst role in Manchester involves managing and prioritizing second line incidents and service requests, ensuring adherence to defined SLAs. The position requires strong technical knowledge and excellent customer service skills, with responsibilities including troubleshooting desktop computing issues and deploying IT hardware. The role is office-based, requiring active Security Clearance and a valid driving license for travel to other offices.
Key Responsibilities:
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs
- Act as an escalation point for 2nd Line support issues
- General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
Key Skills:
- Active Security Clearance
- Valid driving license
- High level of proficiency and knowledge of working in a Corporate IT environment
- At least 4 years’ experience in IT Service Management principles and processes
- Experience in working to (and exceeding) Service Level Agreements
Salary (Rate): £33
City: Manchester
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT