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  • Location: London
  • Rate: Up to 170.00
  • Start Date: 13/08/2019
  • Duration: Contract

1st/2nd Line Support Analyst – IMMEDIATE START
Location: Central London
Contract: 3 months
Salary: up to £170 per day

The 1st/2nd Line Support Analyst will provide technical support to internal staff and deal with any escalated support calls from within the Service Desk. They will also work with other internal ICT teams including Infrastructure & Connectivity & Applications & Development and will engage in Infrastructure projects and tasks.

Essential Requirements:

* First hand experience of 1st and 2nd line support
* Experience with ITIL Procedures
* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365.
* Active Directory

Principal Accountabilities:

* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
* Receiving, logging and managing calls from internal staff via telephone and email
* Maintaining an Asset Database and tracking changes
* 1st and 2nd line support – troubleshooting of IT related problems from inhouse software to hardware, such as Blackberry, Laptops, PCs
and Printers
* Resolve escalated support calls from within Service Desk
* Troubleshoot basic network issues such as ADSL broadband issues
* Escalate unresolved calls to the infrastructure support team
* Log all calls in the Service Desk Call Logging system (JIRA)
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
* Publishing support documentation to assist staff with requests for information & provide staff training if required
* Active Directory administration – Creating user accounts, reset passwords, create groups etc.
* Basic Exchange Server administration – creating mailboxes, distribution groups etc
* MDM account management and provision
* To arrange for external technical support where problems cannot be resolved in house