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Form of workJob Description
IT Service Desk Analyst 2nd Line Support Analyst
A fantastic opportunity has arisen for an IT Service Desk Analyst 2nd Line Support Analyst to join our Belfast based client on a permanent basis.
IT Service Desk Analyst 2nd Line Support Analyst
Summary:
The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.
IT Service Desk Analyst 2nd Line Support Analyst
Key Responsibilities:
• Provide high quality support by answering calls and tickets directed to the Global Service
Desk
• Ensure users are kept sufficiently informed of progress throughout the lifetime of their
calls through regular calls/emails
• Respond to and resolve requests withing the specified time frame as logged in the
ticketing system
• Work with co-workers to increase knowledge across the Global Service Desk team
IT Service Desk Analyst 2nd Line Support Analyst
Attributes/Skills:
• Good troubleshooting and analytical skills
• Experience supporting Microsoft products such as Windows 10 and Office 2019/365
• Experience with supporting laptops/MFD and video conferencing equipment
• At least 2 years experience in a fast paced Service Desk environment
• Experience of logging tickets in ITSM call logging software
• Experience with Windows 11 and MacIOS is preferred
IT Service Desk Analyst 2nd Line Support Analyst
