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2nd Line IT Support Analyst

Ref: BROADBEAN_712761641310102

on 04 January 2022
Contract Type
£20,000 - £22,000

2nd Line IT Support Analyst

My client, a well-established and nationally recognised business is looking for a passionate 2nd Line IT Support Analyst to join their growing IT team.

The 2nd Line IT Support Analyst will ensure timely and efficient resolution of software, desktop, mobile device and IT equipment-related incidents and service requests.

My client are based in Lichfield, Staffordshire and while the role can be primarily remote you must be prepared to working in the office 1-2 days every 2 weeks.

This is a full time, permanent role paying £20,000 - £22,000 plus benefits dependant on experience.

Key Responsibilities:

  • Manage the resolution of 2nd line IT issues which have been escalated from the IT Shared Service Contact Centre
  • Ensure all calls and requests are accurately updated and progressed on the service desk systems
  • Liaise with the relevant parties (both internal & external) to efficiently support customers
  • Identify and recommend continuous improvement initiatives for the IT Service Solutions function
  • Ensure own technical knowledge is kept up to date and current
  • Contribute to the delivery of the IT strategy
  • To understand business impact in order to prioritise own workload to meet Key Performance Indicator Targets
  • Support 1st Line Team with knowledge transfer

Key Skills and Experience required:

  • Previous experience of working on an IT Helpdesk with second line issue resolution
  • Experience of working in a customer service environment
  • Previously worked on a technical service support team
  • IT Technical Skills
  • Able to demonstrate a strong customer focus
  • Excellent verbal and written communication skills
  • Experience of troubleshooting and dealing with IT problems
  • Have a flexible approach to working hours in order to support the team in delivering Service Excellence
  • Any experience or knowledge of ITIL would be advantageous

Please apply ASAP to be considered.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.