IT Support Analyst (1st & 2nd Line )

About Our Client

This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.Job Description

1st Line Support

Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all timesDelivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIsAccurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigationsEnsuring employees are kept updated on any outstanding IT issues with clear and concise communicationVisiting other offices to deliver IT projects or resolve specific IT issues, as requiredCommunicating effectively with the Service Desk Team Leader and other colleaguesProviding cover for employee absence2nd Line Support

Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver groupContributing to the Change Management and Problem Management processesTraining and developing new members of the 1st line team, to help improve their knowledge and level of service providedWorking collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAsThe Successful Applicant

The successful candidate will have:IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)Minimum 3 years'' experience in a similar roleKnowledge and experience of Microsoft operating systems, Active Directory and O365Experience of working in an ITIL environmentBasic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCMKnowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)Excellent customer service and client-facing skillsExcellent communication skills - both written and verbalProven analytical and problem-solving abilitiesAbility to work in a high-pressure environmentA self-motivated and proactive attitudeExperience of working in a team-oriented, collaborative environmentWhat’s on Offer

Daily Rate inside IR35 (£100 - £180 DOE)Office based role (5 days a week) in Birmingham City Centre3 month contractImmediate ..... full job details .....