2nd Line Support Analyst
Location: Tamworth
Salary: Competitive
Expires: 26/02/2020 23:59

Working as part of the I.T. Service Desk team to ensure the smooth operation of Euro Car Parts & associated company’s systems.

Key Responsibilities:

  • Log, own, maintain and resolve incidents and service requests.
  • Liaise with and assist our third-party technical support and maintenance companies. Examples: Wan, Telephony, etc
  • Working closely with the rest of the IT department to continuously improve our systems and SLA’s.
  • Administration of all user related objects including but not limited to users, groups, workstations, distribution lists, email accounts
  • All incidents and requests to be logged appropriately with the correct level of technical detail.
  • As part of a rota with the other support team members working a one in four Saturday.
  • Occasional other tasks may be required to ensure the smooth running of the department and its systems.

Specific Tasks

  • Assisting 1st line analysts to handle a large volume of calls during potential major incidents.
  • Log and maintain ALL tickets onto the appropriate systems.
  • Act as a key escalation point for 1st line Analysts.
  • Deal and act upon compromised accounts with detailed documentation for Infosec, whilst adhering to the company’s data breach policies.
  • Become a subject expert on selected applications, therefore providing in house training to your service desk colleagues.
  • Monitor incidents and requests that are approaching internal SLA’s.
  • Own & distribute communications regarding major incidents.
  • Creating resolution documentation to post to the service desks knowledge base.

Essential Technical Skills

Minimum 2 Years’ experience covering a broad range of IT subjects including

  • ITIL Foundation.
  • Windows 8/10 operating systems.
  • Office 365 basic administration.
  • Cisco Call Manager (CUCM), IPTelephony.
  • Troubleshoot & Diagnose Laptop, Desktop hardware issues.
  • Active Directory, DNS, DHCP, LAN, WAN.
  • Diagnose remote printer incidents.
  • Remote Desktop (Kaseya).
  • ServiceNow application.
  • Mobile phone troubleshooting and support.

Preferred Skills for this position

  • Good fault diagnostic skills
  • Excellent communication skills.
  • Customer Service focused.
  • The ability to work well under pressure.
  • Self-motivated.
  • Skills to work alone as well as a large team environment.
  • Excellent time management.
  • Adhering to the ITIL best practice of continuous improvement.
  • With training and development understand the key principles of the business.
  • Continue to develop relationships with resolver groups.
  • Full driving licence.

Working Hours:

Shifts between 07:00-19:00. 1 in 4 Saturdays 08:00-16:00