Title: IT Support Analyst L2
Job Purpose:
The IT Support Analyst role is responsible for the customer-facing and 2nd line support within the Service Desk, providing support and feedback to the Management & team coordinator in the running of the department. The role ensures that incidents and requests are processed within our service level agreements and resolved to customer satisfaction.
Main Duties and Responsibilities:
* Provide 2nd level response to technical software and hardware incidents for all Marken users, to agreed service levels both in terms of performance and customer satisfaction.
* Liaise with the coordination team and L1 teams, as well as work with other technical support staff to ensure support response times are within agreed limits.
* Responsible for resolving or escalating issues within established SLA.
* Perform within KPI metrics while maximizing support satisfaction for end users.
* Write KBAs as required and peer review L1 KBAs.
* Installation and configuration of approved hardware, software, and mobile devices.
* Clearly communicate technical solutions in a user-friendly and professional manner.
* Keep users informed of call status if requested.
* Site attendance as required.
* Deliver, tag, set up, and assist in the configuration of end-user PC hardware, software, and peripherals.
* Coordinate timely repair of PC equipment covered by 3rd party vendor maintenance agreements.
* Escalate issues to the Service Desk Management team.
Requirements:
Working knowledge of:
* ServiceNow (ITSM) or similar.
* Desktop Operating Systems.
* Basic hardware for PCs.
* Entra ID / Active Directory.
* Office 365 administration (SharePoint and Teams).
* Service Management system.
Desired Skills:
* ITIL Foundation - preferred.
* Minimum 2 years' experience in a Service Desk environment.
* A+ certification - preferred.
* MCSA/MCITP certification - desirable.
Abilities:
* Accurate while following documented processes and policies.
* Adaptable/flexible to cover an 8-hour shift between 7:30 am - 6:00 pm.
* Customer and service-oriented.
* Highly driven with a professional, determined, and positive mental attitude.
* Willing and capable to work well independently and within a team environment, with the capacity to inspire and motivate others.
* Effective communicator with all levels of the business.
* Analytical thinker with a systematic approach to decision making and problem solving under pressure.
* Demonstrates drive and commitment.
About Marken: Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, supporting cell and gene therapy logistics services from clinical to commercial, while maintaining a leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.
Moving Our World Forward by Delivering What Matters.
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