2nd Line Technical Support Analyst

Contract role - inside IR35 Responsible For Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client side computing Key Purpose of Job Perform 2nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites. Key Tasks Ownership of request through to resolution, following up and closing as necessary Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary Provide a quality level of service to Customer ensuring communication is at the forefront Setting up from new and re-building Laptops and Desktops Installation and configuration of IT Hardware and Software. Research, recommend, plan, develop and implement new IT solutions and technologies. Keep operational documentation up-to-date. Be the final contact point for the majority of incident or requests reducing the number of requests that require escalation PERSON SPECIFICATION Qualifications Certificate or Diploma in computing (or equivalent). ITIL or equivalent qualifications would be an advantage. Experience Extensive experience with using and administering computers A good understanding of ITIL methodologies under skills & knowledge Must be capable of defining a problem and applying a problem-solving methodology Must be able to priorities tasks and work under pressure. Previous customer facing roll Experience of administering a broad range of Technical/Engineering applications would be an advantage. Knowledge & Skills Good working knowledge of the Windows 1011 desktop operating systems, MECMInTune, networking and common applications Proven abilities in diagnostics and troubleshooting Proven knowledge of hardware including – Desktops, Laptops, Soft Phones A good team player Prover knowledge of virtualisation, inc. Desktop, and its benefits. Excellent problem-solving skills and ability to work well as an individual and as part of a close team Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure Able to demonstrate initiative and a proactive approach to daily tasks Able to demonstrate a high degree of flexibility including shift and out of hours working