2399 IT Support Analyst - 2nd Line - Orbit

IT Support Analyst - 2nd Line

Orbit

The role:

The IT Second Line Support Analyst will work as part of a small team providing a customer focussed, efficient, and reliable support service to over 1,200 customers across the Midlands, East and South. This role is part of Corporate Services where you'll help us give colleagues the support they need to be brilliant.

What you'll achieve:

• Work in a team of Second Line Support Analysts, delivering Second Line and Desktop Support services to the business.
• Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved
• Assist with the organisation and delivery of remote support visits, attending remote sites, or liaising with external support providers
• Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment
• Participate in the Incident Management Triage process, assisting with the timely and efficient processing of Incidents

What you'll bring - Essential skills:

• Experience with a range of technologies, including Active Directory, GPO, Citrix, Windows desktop, Apple mobile devices & MDM software, Office365, SCCM, Networking (LAN, wifi, VPN).
• Significant experience working in a support role within a busy IT Technical Support environment.
• Significant experience of diagnosis and rectification of faults.
• Demonstrable experience using service management toolsets.
• Demonstrable experience liaising with both internal and external suppliers and contractors.

Desirable skills:

• Excellent communication skills, both written and oral, and the ability to produce clear and concise work instructions and support documentation.
• Full driving licence, and willingness to deliver support to sites across the Midlands, East and South East on occasion, as required.

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