IT Desktop Support Analyst - 2nd Line IT Support Analyst - ITSM - ITIL - Contract
Posted 2 weeks ago by Nexere Consulting Limited
£180 Per day
Inside
Undetermined
Birmingham/West Midlands, UK
Summary: The IT Desktop Support Analyst is responsible for resolving 2nd line incidents and service requests, ensuring high-quality customer service and adherence to IT service management standards. The role requires a solid understanding of technology and the ability to troubleshoot various IT issues effectively. The analyst will manage incidents according to defined SLAs and maintain communication with customers throughout the process. This position is contract-based and requires relevant experience and certifications in IT service management.
Key Responsibilities:
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs
- General troubleshooting of the desktop computing environment based on service requests logged
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
Key Skills:
- At least 4 years' experience in IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience in working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Working knowledge of database/excel structures/tables/configurations
- Experience in data analysis and good numeracy, analytical and reporting skills
- Qualifications: Certification from Microsoft
- ITIL V3/4 Foundation Qualification
- Working knowledge of Service Now
Salary (Rate): £180 per day
City: Birmingham
Country: UK
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
IT Desktop Support Analyst - 2nd Line IT Support Analyst - ITSM - ITIL - Contract
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2ndLine incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs
- General troubleshooting of the desktop computing environment based on service requests logged
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible;
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
Experience Required
- At least 4 years' experience in IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience in working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Working knowledge of database/excel structures/tables/configurations
- experience in data analysis and good numeracy, analytical and reporting skills
- Qualifications: Certification from Microsoft
- ITIL V3/4 Foundation Qualification
- Working knowledge of Service Now
IT Desktop Support Analyst - 2nd Line IT Support Analyst - ITSM - ITIL - Contract
