2nd Line Support Analyst

---

Job description

IT Service Desk Technician (2nd Line Support)

\u00A3150 per day
3 month contract with view to extend
Reading (on site)

Job Purpose
Working as part of the Service Desk team to provide technical support, advice and guidance to the business using the IT Service Desk call management systems and processes. To facilitate the restoration of normal operational service with minimal business impact on the customer, within agreed service levels and business priorities. The accountability underlying this will be to ensure day to day support processes are followed to a high level. This is very much a hands-on and customer facing role, working within the Group IT team

Key responsibilities and accountabilities
We are seeking an experienced IT Support Technician with a strong focus in Service Delivery and Customer Experience to join our existing team, to help maintain and improve the support provide to the CH&CO business. The role includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required. The ideal candidate would have 2 years+ experience in the IT industry and will have worked in a multi-sited environment.

* Answering incoming Service Desk calls from the business through telephone\/emails or in person
* Troubleshooting of account\/logon issues for the CH&CO suite of systems and applications
* Laptops\/Desktops\/Printer support\/setup\/maintenance
* Mobile Phone setup and troubleshooting
* Manage warranty repairs of desktop devices
* User accounts creations, amendments, and troubleshooting for the CH&CO suite of systems and applications
* Network Drive mappings - troubleshooting or setting up
* AD\/O365 administration
* Software installation and troubleshooting
* Site Internet connectivity - investigation and diagnostics
* PDQ support
* Head Office printer - support and maintenance

Person Attributes
* Good telephone manner when answering incoming support calls (Essential)
* Outstanding customer service skills with a patient sympathetic approach (Essential)
* Able to work with our suppliers to resolve technical issues (Essential)
* Microsoft 365 Certified: Modern Desktop Administrator Associate (Beneficial)
* Microsoft 365 Certified Fundamentals (Beneficial)
* ITIL Foundation Level 3 \/ Level 4 (Beneficial)
* Full Clean Driving license (Beneficial)

This job description and person specification is a guideline only and not exhaustive. You may be asked to perform other duties which are not detailed but are in line with the general purpose of your job role and we reserve the right to make changes to this job description as appropriate.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk