1st/2nd Line Support Analyst
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| Job Type | Permanent |
| Location | Elland |
| Area | Yorkshire, England |
| Sector | Infrastructure, Support and Implementation |
| Salary | £20000 - £25000 per annum |
| Currency | GBP |
| Start Date | 2022/08/21 |
| Job Ref | V-37020 |
| Job Views | 182 |
- Description
- Role: 1st/2nd Line Support Analyst
Skills: IT Support, MS Exchange, Windows, Desktop Support
Salary: £20,000 - £25,000pa
Location: Elland, West Yorkshire
An IT support professional is required to work for a growing MSP organisation, providing technical support to external clients, at a 1st and 2nd line level. Working in the office, or on client site your responsibilities will include IT technical support, system installation, monitoring, maintenance and other technical duties related to the direct delivery functions of the business.
You will be expected to build relationships with new, and existing, clients in order to provide an excellent IT service, working alongside other service desk/IT support professionals.
Job Accountabilities- Technical support of customer needs and demands, 1st line to 2rd line
- Comprehensive use of the ticketing system, SLA’s, responses, ensuring customers’ expectations are managed
- Monitor work tickets assigned to the job holder and others to ensure they are being acted upon
- Take calls from customers directly to assist the others on the service desk
- Monitor the status of customers supported systems using the incumbent tools
- Support senior engineering on remote and on-site works as required. This will require working on-site autonomously
- Provide support to other Directors in the pursuit of growing and developing the business
- Keep client technical documentation up to date
- Maintain excellent communication with all clients, especially those with live work tickets.
Some flexibility will be required according to business needs.
Usual office hours will on rotational shift pattern to meet technical support operating periods:-
Shift 1
Monday 08:00 - 16:45
Tuesday to Thursday 08:00-16:30
Friday 08:00-16:00
Shift 2
Monday 9:15 - 18:00
Tuesday to Thursday 09:30 - 18:00
Friday 09:00-17:00
These may be varied with reasonable notice and in response to changes in support needs.
If you are out of the office for the day, we would expect you to be on site working at the above times
On-Call
As part of our support service the IT teams provides limited out of hours remote cover for customers.
The job holder will be expected to support the team by also being on the on-call rota.
The hours of cover that the team provide are:-
Monday to Friday 07:00 – 22:00
Weekends 10:00 – 16:00
