1St/2Nd Line It Support Analyst

Are you an experienced 1st/2nd Line IT Support Analyst seeking a new challenge? Our client, a market-leading organization that is rapidly growing through business acquisition, is seeking a 1st/2nd Line IT Support Analyst to join their global IT shared service center based in Bedford, Bedfordshire.

As a 1st/2nd Line IT Support Analyst, you will be a key member of their shared service IT team, responsible for supporting different trading companies and the global user community, including senior executives and VIPs. You will act as the first point of escalation for users encountering technical difficulties, providing support over the phone, remotely, and on live messenger, logging tickets, and managing incidents through ServiceNow.

The successful candidate will work from Monday to Friday, with 8-hour shifts between 7 AM and 6 PM. Additionally, once every week there is an evening shift from home(6 PM - 12 AM) with an extra £30 compensation. It’s in-office for 2 days and remote for 3 days.

This is an exceptional opportunity to join a market-leading organization and be part of a dynamic and supportive team. Working in a large enterprise, you will have the chance to grow your network and gain exposure to a wide range of technologies and business functions.

Responsibilities

• Provide 1st/2nd Line support via phone, remote, and live chat to 6000+ global employees.
• Offer executive user support to 500+ senior management personnel.
• Manage Incidents and requests using ServiceNow.
• Conduct advanced troubleshooting and analytical support.
• Coordinate with relevant teams for issue escalation.
• Assist the Service Desk Team Lead and escalate issues to the Head of IT Support when necessary.
• Proficient in mobile device (Apple/Android) support, Active Directory, Computer administration, Windows 10, and Microsoft products.
• Participate in ad-hoc support requests, desk moves, and desk-side support.
• Serve as Major Incident owner and follow the documented MI process during reported MIs.

Skills and experience

• Ideally 12+ months of Service Desk or Technical Support experience
• Knowledge of ITSM ticketing systems, especially ServiceNow
• Strong background in Windows and Microsoft Office administration
• Understanding of Apple mobile devices
• Familiarity with web conferencing tools like Teams, Zoom, etc.
• Excellent written and verbal communication skills
• Ability to work effectively in a team
• Proactive, able to work under pressure independently
• Familiarity with ITIL, preferably with ITIL Foundation V3/V4 certification

Location: Bedford, Bedfordshire + WFH

Salary: £28,000 - £32,000 per annum

Benefits: Annual bonus program, optional on-call, paid training and development, excellent holiday allowance, great pension, health, and life insurance + more!

If you are an IT Support Analyst with experience working as a Service Desk Analyst, IT Support Engineer, or a 1st Line and 2nd Line Support Analyst, we encourage you to apply for this exciting opportunity.