2nd Line Service Desk Analyst

Job description

2nd Line Service Desk Analyst Department: IT: Employment Type: Permanent: Location: Chippenham: Compensation: £28,000 - £33,000 / year Description: As a 2nd Line IT Service Desk Analyst, you will provide technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress. Key Responsibilities: - Log incoming support calls and emails received and prioritise accordingly - Ensure all owned calls logged are reviewed daily - Resolve issues with PCs, printers, tablets, mobile phone, video conference kit and in-house software - Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer - Work to departmental SLA’s - Maintain regular lines of communication with customers and suppliers on all outstanding issues - Demonstrate a high level of teamwork to achieve results on 1st time fix - Look for proactive resolutions on common issues and faults - Create Knowledge base articles when required - Offer help and support for all customers. Take time to en...