It Support Analyst (2Nd Line)

As an 2nd LineIT Support Analyst your responsibilities will include:

• Triage, prioritise and manage through to closure incident and service requests across Microsoft 365 applications, other corporate applications, network connectivity, infrastructure, and end user computing devices.
• Deliver great customer service with every interaction.
• To be proactive in both progressing the closure of "own" calls residing within IT support queue as well as avoiding them reoccurring. Support peers and other team members in doing the same.
• Author and peer-review others Change Requests with the aim of ensuring only well-planned changes are executed.
• Ensure all assigned work status is maintained and internal/external customers are regularly updated.
• Participate in improvement projects that keep CSL evolving technologically.
• Manage Hardware issuing, returns, replacements and support including their associated records in the CMDB/Asset database.
• Manage the firmware and software lifecycle on end user devices to ensure they are updated and secure throughout their lifecycle.
• Educate non-IT employees in the use of technology, both on a 121 and group setting to ensure CSLs employee base is productive and efficient.
• Ensure tickets are managed in line with SLAs and help others to do the same.
• Identify opportunity for technological improvement/enhancement and either execute or backlog those opportunities.
• Mentor new or more junior staff to gain knowledge and skills and grow within their role through feedback and providing advice.
• Provide support via Teams video conferencing, remote screen sharing technology by phone, email, and ticket.
• Collaborate with 3rd parties such as suppliers, customers and represent CSL in those interactions.
• Develop & share content in Knowledge Base both within and outside of IT.