2nd Line support Analyst - major pan European group

Working in a fast paced environment with time critical resolutions required, this role is to support all areas of the business to ensure the org have an effective IT Helpdesk at all times.

• Supporting the end user base with 1st Line and some 2nd Line incident tickets
• Working with end users on service/process tickets
• Maintaining a high degree of customer service
• Be the first point of contact for users seeking technical assistance
• Follow-up and update customer/ticket status and information

• Good knowledge and experience of Windows 10/11 – build and support
• Microsoft Office 365
• Active Directory
• Printers/iPhones/tablets
• Experience of working on an IT Helpdesk
• At least 3 years experience in a similar role
• Prioritising workload in line with IT and Business priorities
• Hardware / Software diagnosis and fault finding skills.
• Working under own initiative
• Excellent documentation skills
• Highly motivated team player with the skills and ability to manage changing priorities
• Liaison with third parties to seek resolutions.
• Strong communication skills
• A logical approach to problem solving
• Self-motivation and passion for your role
• Excellent attention to detail