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2nd line Support Analyst

Contract
Not Specified
Other
London, City, United Kingdom, EC1A2
Job Description

On behalf of the Department for Education, we are looking for a 2nd Line Support Analyst (Inside IR35) for a 3 Month hybrid contract based 4 days per week in London.

Specific key activity is conducting BAU work. This includes issuing of laptops/tablets/headsets/mobile phones to new starters and retrieving these devices when colleagues leave the department. You will also be tasked with resolving a wide variety of issues including: hardware faults, operating system errors and device performance issues. You will also provide deskside and VC support. There will also be a continued rollout of capital assets - these assets are Surface Laptops and Surface Pro's as we look to become a USB-C estate and eventually lead to the removal of docking stations.

2nd Line Rollout support includes:
. the rollout of new capital assets to DfE colleagues
. onboarding new starters and building and replacing devices
. Support for the new Logitech VC solution
. testing of new system functionality
. assisting with project work including device refreshes
. assisting with floor move checks after major renovation works in Sanctuary Buildings
. supporting VIP's including Ministers and their Private Offices

Key Responsibilities:
. Act as the first point of contact for all IT-related inquiries and issues.
. Diagnose and resolve technical hardware and software issues.
. Log all service desk interactions and document issue resolution using Service Now.
. Escalate complex issues to the appropriate IT teams when necessary.
. Provide timely updates to users on the status of their requests.
. Assist with the setup, configuration, and maintenance of computer systems and applications.
. Conduct basic training for users on IT systems and software.
. Contribute to the creation and maintenance of documentation for IT processes and procedures.
. Ability to work effectively within a team and contribute to continual improvements

Skills and Experience Required

Essential

Our IT Service Desk team is known for its strong customer focus, professionalism, flexibility, and commitment to delivering user-cantered outcomes.

We are looking for candidates who can demonstrate the following essential criteria:
. Experience providing 2nd line technical support in a corporate IT context
. Customer-focused with a friendly and professional demeanour.
. Proven experience in a technical support role.
. Strong knowledge of Windows operating systems.
. Excellent problem-solving skills and attention to detail.
. Strong communication skills, both written and verbal.
. A broad knowledge and interest in IT

Desirable
. ITIL v3 (2011) Foundation in IT Service Management certificate
. Previous IT Deskside support experience
. Experience with Active Directory and Office 365 administration.
. Knowledge of networking fundamentals.
. Previous experience in a similar role within a large organisation.

Please be aware that this role can only be worked within the UK and not Overseas.

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