IT Service / Support Desk Analyst (2nd Line) IT company based in Basingstoke. Salary range £23K - £25K depending on skills and experience.
We provide managed IT services, technology solutions and outsourced IT for business and the public sector across the UK. We now have an exciting opportunity for an IT Service / Support Desk Analyst to provide 2nd line service desk support to internal and external customers, assisting them with hardware and software problems via phone, email and in person. A minimum of 2 years experience in an IT support role is essential.
You will be required to maintain an effective level of communication with all client staff that requires support on any IT issues, ensuring that all information affecting the use of IT systems is correctly communicated throughout the client company and relevant internal / external parties are kept informed of any issues that need escalating
Responsibilities
- Provide 2nd line technical support; answering support queries via phone, email and in person.
-Maintain a high degree of customer service for all support queries and adhere to all service management principles.
-Take ownership of user problems and be proactive when dealing with user issues.
-Log all calls on the UKN Group ITSM Tool and/or our clients ITSM Tool
-Respond to enquiries from clients and help them to resolve hardware or software problems.
-Maintain a log of any software or hardware problems detected.
-Support users in the use of computer equipment by providing necessary training and advice.
-Allocate more complex calls to the relevant client services member.
-Arrange for 3rd Party support where problems cannot be resolved in house
-Participation in on call rota for weekend and bank holiday support.
-Participation in a rota to cover weekday night shifts on a rotation basis.
If you feel you are suitable for this role, please Apply Now and we look forward to hearing from you
