2nd Line Service Desk Analyst

2nd Line Service Desk Analyst Role

Full-time, permanent position

Location: 5 days a week in Birmingham

Need to have construction experience

Main Responsibilities

Field incoming service desk incidents and requests:

• Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins.
• Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform.
• Maintain our asset management database, tracking changes accordingly.
• Provide a high-level of customer service and adhere to service management principles and processes (ITIL).
• Own/delegate priority incidents/requests.

Resolve IT service desk requests and incidents:

• 1st and 2nd line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines.
• Escalate issues to 3rd Line and Major Incident teams when required.
• Deal with/manage third parties for 'expert' level support for specific requirements.
• Action procurement requests for IT equipment, applications, and internet services.

IT Documentation and Knowledge base:

• Document troubleshooting procedures
• Document known fixes
• Create end user training guides

Ongoing Support, Maintenance, and Protection:

• Be aware of and escalate security concerns/risks identified promptly.

Continual service improvement:

• Identify and drive forward improvements to process/service.

Leadership

• Act as delegate for IT Service Desk Team Leader as required.
• Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the business

If you're interested and have the right experience, then please either apply or reach out to Paige Camies at the Fawkes & Reece office today!