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Second Line Support Analyst

  • Location


  • Sector:

    2nd Line Support

  • Job type:


  • Salary:

    £0.00 - £28000.00 per annum

  • Contact:

    Sarah Copley

  • Contact email:

  • Job ref:


  • Published:

    23 days ago

  • Expiry date:


  • Startdate:


  • Consultant:

    Sarah Copley

Technical Support Analyst / 2nd Line Support Analyst - Leeds

My Leeds based client is looking to recruit an experienced Second Line Support Analyst to deal effectively with incidents, requests and problems raised by the Service Desk, ensuring they are logged on ITSM toolset and resolved in line with SLA's
Acting as mentor to less experienced analysts, the Technical Support Analyst will :
- Maintain regular communication with the end user, providing updates through to resolution
- Handle escalations and in a timely and efficient manner, acting as subject matter expert in at least one specific technology
- Contribute to the Knowledge base
- Act as the technical lead for the Service Desk in the event of a major incident
- Attend Service Review Meetings
- Undertake continual service improvement
- Support IT Change
- Work with third party suppliers
Technically, the Second Line Support Analyst will :
- Possess demonstrable technical skills within a second line support role
- Have expertise in Active Directory, Group Policy, Windows 10 Desktop and Server, Anti virus, Drive Encryption, IP based telephone systems, Citrix and remote desktop services along with Microsoft 365 and SCCM
- Ideally hold Microsoft and ITIL certification
You will be required to work between the hours of 8am and 6pm on a rota basis. There will also be the need to work 1 week in 3 on an on-call basis.
In return, you will be offered an attractive salary, benefits package and career progression