Job Description
Reports To: 2nd Line Team Leader
Location: Wilmslow
Hours of Work: Mon-Fri 8am-6pm (Rota shifts)
The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing multiple individual businesses and over 1500 colleagues.
In the role of 2nd Line Support Analyst, you will be responsible for interpreting escalated user problems and identifying solutions. The role of the IT Support team is to ensure that our colleagues have the technology they need to do their roles to achieve our business objectives.
We are looking for customer-focused people to join our IT department to support our colleagues both hands-on in the office and remotely across the UK.
This role would suit someone looking for their next role in IT having at least 1 year’s experience in a similar role preferably with ITIL and Microsoft certifications.
Duties
Include but not limited to:
* Capacity monitoring of systems and environments
* Compliance monitoring and proactive/reactive management of issues
* Handling escalated colleague service requests or incidents as assigned within SLA
* Providing 1st Line support / Service Desk in busy periods
* Setting up new hardware such as PCs, Laptops, iPhones, and iPads
* Performing end user compute support tasks
* Collaborating with 3rd party Suppliers
* Escalating calls where necessary to 3rd line support
* Managing user accounts and licenses in M365, Local Active Directory, and Azure Active Directory
* Traveling to other offices as and when required
Skills
* Focused and personal drive to deliver the best solutions
* Commitment to delivering the best customer service putting your colleagues at the heart of everything you do
* Strong communicator on the telephone, through email, and face to face
* Organizational skills
* Attention to detail
* Team player with the ability to act on your own initiative when required
* Desire to learn about the systems we support
* Problem-solving skills
* Ability to prioritize your own workloads and manage expectations
Technologies
Knowledge and experience in the following is crucial:
* Windows Platforms – Windows 10/11, Server 2012, 2016, 2019
* IT Hardware
* Active Directory
* PowerShell
* M365 / Teams / SharePoint / OneDrive
* Antivirus software
* Intune Endpoint Manager
* Cloud-based technologies (Azure / AWS)
* Autopilot
* Cloud-Based Telephony
* ITSM Tools
Knowledge and experience in the following will be advantageous:
* Hyper V
* VPN, RDP
* Mobile devices – iPhone, iPad
* Google Suite
* Apple Business Management
* Multi-Tenant administration
* Experience in tenant migration
#J-18808-Ljbffr