IT Analyst / Technical Support 2nd Line

Job Type:
Full Time
South West

Castle Cary
£22,000 to £24,000 per annum
£22000 - £24000 per annum

On-Site Technical Support / IT Analyst 2nd Line required by managed IT services provider based on customer site in Castle Cary. Salary £22,000 - £24,000 per annum depending on skills and experience.
You will have good technical knowledge in supporting desktop & laptop - including PCs & laptops, Outlook, Office, Windows 7,8,10, Networks, including Blackberry, Polycom, Skype for Business etc.

Basic skills in network technologies (e.g. IP, IPX, Network Printing, Internet access) and servers (Windows 2008, 2012 server) are also essential. Good knowledge of Lotus notes would be desirable.
Key Responsibilities:
-Responding to incidents/requests that require end users’ desk-side assistance, investigation and resolution.
-Responding to local site infrastructure incidents, investigation and resolution.
-Working in partnership with first line central analysts to ensure expedient incidents resolution, transfer of knowledge for solutions and the closure of resolved tickets.
-Proactively reducing the number of incidents in line with Customer strategy. 

Core Deliverables:
-End user hardware installation & issuing:
-Corporate personal computers (laptops, desktops, tablet PCs) – full build & setup for users, following company standards
-Smartphones – assistance with setup of corporate devices, especially for senior executives (but mainly a self-service model for users)
-Corporate accessories – issuing keyboards, headsets etc.
-Corporate IP desk phones – set up of phones on desks where used
-Meeting room technology (TV sets, Video Conferencing Units, Projectors & other equipment) – mainly assisting 3rd party provider with setup & network connectivity
-Printers – connecting to network, setting up print queues (hardware is supported by 3rd party) 

Personal Abilities:
-Excellent Oral & written communication.
-Excellent Customer Service skills.
-Fluent in English spoken and written.
-Strong interpersonal Skills.
-Ability to effectively manage their day to day workload
-Ability to multi task & prioritise. 
If you feel you are suitable for the above role, please Apply Now and we look forward to hearing from you.

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