2nd Line IT Support Analyst job in GL50

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Job Title: 2nd Line IT Support Analyst
Job Type: Permanent
Location: GL50
Salary: £19000 - £28000/annum
Company: CV-Library
Category: IT

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Job Description: The analyst will take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

To provide 2nd line technical support in a calm, professional and customer focussed manner
To maintain a high degree of customer service and adhere to all service level agreements and processes
Take ownership of user support, troubleshooting, fault resolution and service management; escalating incidents to other support teams where necessary
Take ownership of customer problems and follow up the status of problems to the customer and communicate progress in a timely manner
Log & prioritise all incidents, service requests, change requests in the Service Desk Management tool
Highlight when external technical support is required where problems cannot be resolved in-house, liaise with 3rd Party suppliers to expedite resolution
Provide hardware configuration, support and maintenance
Remote Support management of customer hardware/software
Complete service request fulfilment as necessary
Maintain IT asset records accordingly
To create, maintain and publish relevant support documentation in order to assist customers and the IT team

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