Job title: 2nd Line Service Desk Analyst

Job Location: Wakefield

Salary: £22,000 – £26,000 – DOE

Other Benefits: 22 days leave, Private medical Insurance, Life Insurance

Industry: Professional Services

Skills: As Below

Qualifications: Any Industry related

Work Hours: 37 hours PW

2nd Line Service Desk Analyst – Wakefield

If you have experience as a 2nd Line Service Desk Analyst and are looking for a new challenge, then you should consider this opportunity to work in one of the leading professional service organisations in the sector.

Brief list of role responsibilities:

• Efficient provision of 2nd Line support to all users – assisting with general computer, systems and software enquiries from other colleagues within the Firm.
• Use of business logging tool to both ensure request record tracking and to provide user updates.
• Collaborate with the IT Service Desk team and support the IT service delivery strategy with a continued focus on delivering best in class customer service.
• Fully own problems up to their successful resolution – researching answers using appropriate available resources when required.
• Provide assistance with support call answering if needed.
• Maintain a focus on self-development and update the IT knowledge base with new information to help ensure it is kept accurate and up-to-date.

Experience Required

As well as exhibiting the highest standards of integrity and being committed to excellence with outstanding customer service and communication skills, we are looking for:

• MS Operating System knowledge (Windows 7/10).
• MS Office software experience (2010/16/365).
• MS Active Directory Experience.
• Citrix environment experience.
• Prior experience within a busy service desk environment (2+ years) – preferably 2nd line.
• Someone who thrives in a team but is also capable and confident when working unsupervised.
• An excellent ability to deal with all levels of seniority, both junior, top executive and 3rd.
• Ideally a candidate with ITIL Certification.