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Job: Level 2 Support Analyst

Job Title: Level 2 Support Analyst
Contract Type: Contract
Location: Fareham
Sector:
Salary: £10 - £25 per hour
Start Date: Immediate
REF: SupportAnalystLevel2
Contact Name: Michael Cormell
Job Published: 4 months ago

Job Description

2nd Line Support, Desktop Support, Support Engineer, Level 2 Support, 2nd Line Engineer, Support Analyst

I am currently recruiting for an Urgent Desktop Support Analyst – Level 2 to join a client based in Fareham, Portsmouth on an initial 6 Month Contract.

Daily Hours: 8
Duration: 6 Month Contract
Location: Fareham, Portsmouth – With occasional travel to Bournemouth (2 people in current team so we require another person to help support mainly users in Bournemouth)
Start: ASAP

Overview of role:

The role is to offer deskside and remote support to VIP and normal business users across a multi-site environment.

The individual will be required to provide IT support utilizing industry best practice technical experience and excellent customer service skills. This is to support a complex environment which will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.

Responsibilities
  • Provide world class customer focused desktop support to VIP and standard business users across various locations
  • Install, set up, update, troubleshoot and resolve issues on laptops, desktops, printers, smart devices (tablets and mobiles) and telephony equipment
  • Some of the applications supported will be Windows 7, Windows 10, MS Office suite, Adobe products, VPN client, Citrix and other bespoke software residing on the local machines
  • Provide hands on support for local backup systems (change tapes, physical troubleshooting, restores and monitoring).
  • Data issues on end-users computers (integrity checks, transfer, restore)
  • Assist Service desk by producing knowledge articles to help improve first time fix rate
  • Create support documentation to improve departmental knowledge on bespoke systems
  • Work closely with the own team, internal support teams and third party suppliers to troubleshoot complex issues
  • Support Starter/leaver process
  • Regular management of incidents and service requests on company call logging tool to ensure adherence to agreed SLA’s
  • Review and technically approve localised supplier contracts
  • Support project teams when required
  • Flexibility to provide out of hours cover when required
  • Identify and support process improvement across team

Skills and Experiences Required

Essential
  • Excellent customer service skills with 3 - 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools.
  • Experience of troubleshooting/supporting technologies such as netbackup/MDT and Sharepoint.
  • Experience of supporting VIP users is essential
  • ITIL V3 Awareness
  • Must have previous experience of having worked in a large organization supporting 10,000+ user base across various locations
  • Proven commitment to customer satisfaction
  • Experience of supporting bespoke applications, with the mentality to think outside the box.
  • Strong organizational, troubleshooting, analytical and problem solving skills
  • Smart presentable with strong oral and written communication skills
  • Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others)
  • Experience of setting up and supporting smart devices such as MS Surface Pro and IPad/Mobiles.
  • Driven, can do attitude with the ability to work on multiple priorities
  • Experience working as part of a team or as an individual
  • Travel will be required across sites
  • Participation in team on-call Rota

Desirable
  • Experiencing of using Service Now call logging tool.
  • Degree in computer science.
  • Accredited technical certifications such as MCSE’s.
  • ITIL V3 Foundation Certificate
If you are interested and looking for a new contract position - then please do forward me a copy of your most recent CV.