2nd Line Service Desk Analyst

2nd Line Service Desk Analyst Role

Full-time, permanent position

Location:

5 days a week in Birmingham

Need to have construction experience

• 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.

• 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.

• Document troubleshooting procedures
• Document known fixes
• Create end user training guides

• Be aware of and expedite security concerns/risks identified promptly.

• Identify and drive forward improvements to process/service.

• Act as delegate for IT Service Desk Team Leader as required.
• Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the business