Job Reference: BBBH39251
Job Duration: 12 months
Start date: ASAP
Description:
Concept Resourcing are currently recruiting for a 2ndLine Support Analyst to join a leading Global IT Services client based in Reading.
This individual must be extremely confident with diagnosis and providing a solution to a range of technical issues. The role is to provide advanced technical support to successfully resolve any escalated incidents from the 1st line team and any other complex technical issues.
Contract duration:12 Months
* Pay: £16.21 per hour up to £18.90 per hr negotiable.
* Payable via Umbrella - Inside IR35.
* Monday - Friday 9am - 17.30pm
Responsibilities and requirements:
* Accept and resolve tickets and incidents that have been escalated from the 1st line Analysts
* Respond to calls and emails, carrying out fault diagnosis, call vetting and technical support to provide 2nd line ticket resolution or escalation
* Identify and apply the correct priority, service level agreement and categorywhilst capturing a full detailed description of the issue.
* Where a ticket cannot be resolved at 2nd line, ensure it is assigned to the correct resolution group, with clear, concise and detailed information recorded on the ticket.
* Proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels.
* Maintain high standards of customer service at all times to encourage an excellent customer experience.
* Develop, coach and share knowledge base in order to proactively provide on the job training to fellow analysts.
The candidate:
* 2-3years' experience in a previous technical support role, preferably as a Service Desk Analyst or 2nd Line Engineer
* O365 Adminexperience
* Azure AD experience
* CompTIA A+ and/ or MCP accreditation
* Microsoft Office Specialist Certification
* Expert knowledge of call management systems, preferably ServiceNow
* Self-motivated with a willingness to learn and adapt to any new change or situation
* Good understanding of IT networks, IT fundamentals and remote toolsets
* Self-motivated with a willingness to learn and adapt to any new change or situation
* Very good verbal and written communication skills
* Process driven with the ability to be innovative
* Excellent inter-personal skills; ability to communicate with customers at all levels.
This contract has been deemed and inside IR35 role, therefore you will need to be paid via umbrella company. The above rates are the umbrella company rates subject to weekly fee and deductions
If you are interested in this vacancy please click apply
Industry: IT
Salary: £16.21 - £18.90 per hour
Salary Benefits:
Vacancy Type: Contract
Job Skills: 2nd line, service desk, helpdesk, support, second line, SCCM
Contact Name: Kayleigh Dutton
Website: -
Direct Application URL: -