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Senior Service Desk Analyst / 2nd Line

Job ref:

Due to expansion we are looking to recruit a Senior Service Desk Analyst working within our IT Managed Services division, this role would be suitable for someone already working in a Service Desk Analyst/Technical Support role and wants to continue that working with and supporting a variety of technologies.
The Frontline Managed Services service desk offers a Single Point of Contact (SPOC) to meet the needs of Customers and internal staff.
The role is to provide IT support to a large customer base as well as internal staff, working with a close-knit team.
As part of your role you will work to customer agreed SLA’s, delivering quick resolution and a high level of customer service. Also working with service management teams as required dealing with business critical Incidents.

Principal Responsibilities
• Providing 2nd line remote support within a Service Desk environment
• Triage assessment, logging and escalation of 1st to 3rd line incidents
• Supporting customer environments of Desktops and servers (i.e. Windows & Linux)
• Technical troubleshooting of customer issues
• Work to customer agreed SLA’s, delivering quick resolution and providing a high level of customer service.
• Working with service management teams as required dealing with business critical Incidents.
• Working in an ITIL aligned service desk environment
• Escalating to service management teams

Required Technical Knowledge:

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/ Office 2010 and Outlook 2013/ Exchange
• Windows Server 2008/2012/2016
• AD/Group Policy
• MS Office365
• VMware
• Veeam
• Previous experience (3yrs+) working in a customer service/ IT Service Desk environment is essential
• Proven technical background.
• MCSA in Windows 7, 8 or 10
• Linux skills
• Citrix
• Working towards MCSE Server Infrastructure certification
• ITIL certification
Personal Skills:
• Excellent customer service skills and a professional telephone manner are essential in this customer facing role.
• Problem solving.
• Excellent team player, develops and maintains positive working relationships with others.
• Excellent time management skills.
• Self-motivated.
• Demonstrates a ‘can do’ approach.
• Ability to prioritise support issues
• A genuine interest in corporate computer technology and the ability to study independently
• Ability to work and thrive in a fast paced environment

Working Conditions

This position is based at the Frontline HQ in Handforth, Wilmslow

Covering key support hours of 08:00 – 18:00 Mon-Fri
OOH Rota with shifts and very good shift bonus TBC in interview

Apply for a job by simply filling in our form or call our HR department on 0333 323 2141.