Hays Talent Solutions
Second Line Analyst London, NW1 3AN £19.50/hr PAYE 3 months (Contract) Full Time 8am-6pm Shift Rota
Second Line Analyst
London, NW1 3AN
3 months (Contract)
Full Time 8am-6pm Shift Rota
A leading provider of IT communication services, our client is currently looking for a Second Line Analyst to join their expanding team at their prestigious offices in central London.
. You will be required to provide a high level of support with a high percentage of ‘calls’ resolved at 2nd Line support level
. Being a point of contact & providing responsive technical support which will involve comprehensive support of all PC Support related IT issues and problems
. Escalate problems where necessary to Third Parties both Internal and External
. Respond to phone and face-to-face incidents reported to the team Interact with the onsite telephony team and assist the resolution of network/voice faults in conjunction with all resolvers
. Liaise with the central IT teams with regards to any issues impacting the infrastructure environment. Responsibility for ensuring the PCs at the DR site meet requirements, are documented and procedures created
. Capture all workload activity via Remedy toolset
. Plan and implement approved desk moves and changes
. Provide management information on faults, incidents and changes that have affected the trading environment on a monthly basis
What we are looking for –
. First point of contact and point of escalation for all technical support issues relevant to the onsite team’s area of responsibility.
. Performance of a complex range of technical work activities either remotely or at a customer site to meet business and customer requirements.
. 2nd line Outlook/Exchange support HP Hardware support
. Support of Lenovo, HP, Microsoft and Apple hardware and relevant operating systems, and any new or additional hardware introduced into the estate.
. Management and prioritisation of own workload utilising the customer and 3rd party supplier calls logging systems where appropriate, and that of team members when required.
. Experience with large desk move volumes Knowledge of VDI’s Behavioural Multi-tasker Good communicator – both written and spoken
. Self-motivated Ambitious Positive Have a “can-do” attitude Able to embrace change
. Able to negotiate and influence where required
. Cross team liaison both internally with Computacenter and customer resolver teams, and externally with 3rd party suppliers, to ensure incidents and request are handles with priority in accordance with any SLA in place, and that the customer is constantly updated regarding progress.
Well-established remote & onsite working environments Diverse and Inclusive team High ethos and purpose-driven organisation Opportunity to contract for a reputable and growing organisation
What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.