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Form of work
SalaryJoin Our Dynamic IT Operations Team as a 2nd Line Support Analyst!
Location: Leeds
About the Role
The IT Operations team is looking for a dedicated Service Desk 2nd Line Support Analyst. This vibrant and friendly team spans multiple sites across the UK and includes Service Delivery Management, Infrastructure, and IT Security.
Why This Role?
- Diverse and Exciting Work: No two days are the same! The analyst will engage with various IT Operations teams, solutions, project management, and users across the UK, Europe, and Asia.
Key Responsibilities:
- Provide 1st and 2nd Line remote and desktop support
- Offer onsite IT support within the Leeds office
- Lead Incident Management onsite
- Monitor call queues to ensure service levels are met
- Collaborate with other analysts for initial triage of HD Service Desk calls
- Contribute to and facilitate knowledge sharing
- Help identify and resolve underlying problems and trends
- Administer Audio/Video & Video Conferencing systems
- Provide ad-hoc support for key business users
- Complete tasks following ITIL standards
What We’re Looking For
Essential Skills:
- Experience on an IT Service Desk
- Proven 2nd Line support in a Windows 10 / Office 365 environment
- Enthusiasm for excellent service
- Excellent customer service skills, with experience liaising directly with senior stakeholders
- Strong knowledge of Windows 10, MS Office, MS Server, AD, network terminology and functions, and hardware (laptops/desktops/printers)
- Ability to stay calm under pressure
- Experience with ITIL-based processes
- Awareness of cyber security threats
Desirable Skills:
- Familiarity with ITSM Software (Remedy, ServiceNow, Samanage)
- ITIL Qualifications
What We Offer:
- An engaging and supportive team environment
- Opportunities for continuous learning and development
- The chance to work with cutting-edge technologies and global users
