IT 2nd Line Service Desk Engineer

The ‘2nd Line Service Desk Analyst’ will work as part of a busy IT support team - supporting a wide range of IT services. As the initial contact for all incidents and requests, you will need to prioritise efficiently to respond to the customer’s needs quickly and professionally.

Field incoming service desk incidents and requests:

• Act as a contact for the internal customers receiving IT incidents and requests through calls, 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).

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.

Maintain IT Documentation and Knowledgebase:

• Document troubleshooting procedures
• Document known fixes
• Create end user training guides
• Knowledge base article creations

Ongoing Support, Maintenance, and Protection:

• Be aware of and escalate security concerns or flags identified promptly.

Continual service improvement:

• Identify and drive forward improvements to process/service.