2nd Line Service Desk Analyst
UK Visa Sponsorship Analytics
Occupation Type
IT user support technicians
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
Department: IT
Location: Chippenham
Compensation: £28,000 - £33,000 / year
As a 2nd Line IT Service Desk Analyst, you will provide technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress.
Key Responsibilities
- Log incoming support calls and emails received and prioritise accordingly
- Ensure all owned calls logged are reviewed daily
- Resolve issues with PCs, printers, tablets, mobile phone, video conference kit and in-house software
- Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
- Work to departmental SLA’s
- Maintain regular lines of communication with customers and suppliers on all outstanding issues
- Demonstrate a high level of teamwork to achieve results on 1st time fix
- Look for proactive resolutions on common issues and faults
- Create Knowledge base articles when required
- Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
- Comply with all systems, procedures and processes, so company and customer information is accurate
- Mentor team members, help onboarding new starters
- Provide reports as required
- Carry out other tasks and duties when required
- Deliver support services effectively and efficiently
- Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
- A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
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