Reference: VM-IT_1724423934 Posted: August 23, 2024IT Second Line Support Service Desk Analyst35-40K Plus packageBased in Canary WharfPerm RoleIn the office every dayTraining offered (if applicable): Formal Training to be agreed at the end of probation period and annually thereafterAs an 'IT Second Line Service Desk Analyst' you are responsible for establishing IT services and providing continual ongoing support and maintenance, assisting the Service Desk Team Leader where required - ensuring the performance, reliability and protection of all IT services meets the business needs. As the initial contact for all incidents and requests, you will need to prioritise efficiently to respond to the customer's needs quickly and professionally.Field incoming service desk incidents and requests:· Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins.· Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform.· Provide a high-level of customer service and adhere to service management principles and processes (ITIL).· Own/delegate priority incidents/requests.Resolve IT service desk requests and incidents: · 1st and 2nd line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines.· Escalate issues to 3rd Line and Major Incident teams when required.· Deal with/manage third parties for 'expert' level support for specific requirements.· Action procurement requests for IT equipment, applications, and internet services.IT Documentation and Knowledgebase:· Document known fixesOngoing Support, Maintenance, and Protection:· Be aware of and escalate security concerns/risks identified promptly.· Identify and drive forward improvements to process/service.Leadership· Act as delegate for IT Service Desk Team Leader as required.· Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the business Field incoming service desk incidents and requests:· Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins.· Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform.· Maintain our asset management database, tracking changes accordingly.· Provide a high-level of customer service and adhere to service management principles and processes (ITIL).· Own/delegate priority incidents/requests.Resolve IT service desk requests and incidents: · 1st and 2nd line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines.· Escalate issues to 3rd Line and Major Incident teams when required.· Deal with/manage third parties for 'expert' level support for specific requirements.· Action procurement requests for IT equipment, applications, and internet services.IT Documentation and Knowledgebase:· Document troubleshooting procedures· Document known fixes· Create end user training guidesOngoing Support, Maintenance, and Protection:· Be aware of and escalate security concerns/risks identified promptly.Continual service improvement:· Identify and drive forward improvements to process/service.Leadership· Act as delegate for IT Service Desk Team Leader as required.· Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the businessMust Have: · 2+ years' Experience in an enterprise IT environment· Hands-on Experience in troubleshooting· Experience with Microsoft Windows Desktop· Experience with Microsoft Office / 365· Experience Managing Active Directory· Highly self-motivated with a keen attention to detail. · 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English, Math's, and Computing.· ITIL Foundation · Basic Level in Microsoft Office· Use of Microsoft Windows Desktop· Use of IT Service Management (ITSM) Tools· Use of Remote Support Tools (e.g. TeamViewer or Configuration Manager)#J-18808-Ljbffr