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2nd Line Support Analyst
Category: (Permanent)
Location: Birmingham (West Midlands)
Date Posted: 11/11/2019 11:25:00

Contact: Steve Williams

Salary: 26000 - 30000

Our large IT Services client require an experience IT Support Analyst to provide 2nd line support. You will have a proven ability to deliver great customer service experience with strong interpersonal skills and the ability to engage with and work well with users at all levels.

Skills and Experience:-

• 3+ years hands-on experience in a corporate Service Desk and Support environment.
• Proven analytical and problem-solving abilities
• Good technical understanding of Wintel systems
• IT infrastructure Windows Server and VMWare experience
• Understanding of Active Directory
• Microsoft Exchange
• Office 365 and associated technologies.
• Networking protocols and principles.
• Strong, written and verbal communications skills with the ability to present ideas and technical solutions in user-friendly language
• Supporting technology within IT Services environment desirable.

Role responsibilities:-

• Responsible for broad based IT hardware and software incident resolution and request fulfilment.
• To provide reasonable out of hours support and if necessary attend on site as per the call-out policy
• Ensuring all SLA's are achieved and business expectations are met and exceeded where possible
• Identifying and implementing service and support improvement and efficiency initiatives
• Build and maintain a high standard of support documentation
• Communication with the business and ownership of IT issues resolution.
• Provide out of hours cover as required to deal with client’s Priority 1 incidents or other planned out of hours work. keep the client informed as necessary and complete any scheduled changes for clients.
• Some travel to customer datacentre’s may be required.


CRL operates as an employment agency and employment business.



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