2nd Line Service Desk Analyst

2nd Line Service Desk Analyst RoleFull-time, permanent positionLocation: 5 days a week in BirminghamNeed to have construction experience Main ResponsibilitiesField 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 proceduresDocument known fixesCreate end user training guidesOngoing 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.LeadershipAct as ..... full job details .....