Join Our Dynamic IT Operations Team as a 2nd Line Support Analyst!

About the Role

The IT Operations team is looking for a dedicated Service Desk 2nd Line Support Analyst. This vibrant and friendly team spans multiple sites across the UK and includes Service Delivery Management, Infrastructure, and IT Security.

Why This Role?

• Diverse and Exciting Work: No two days are the same! The analyst will engage with various IT Operations teams, solutions, project management, and users across the UK, Europe, and Asia.

Key Responsibilities:

• Provide 1st and 2nd Line remote and desktop support
• Offer onsite IT support within the Leeds office
• Lead Incident Management onsite
• Monitor call queues to ensure service levels are met
• Collaborate with other analysts for initial triage of HD Service Desk calls
• Contribute to and facilitate knowledge sharing
• Help identify and resolve underlying problems and trends
• Administer Audio/Video & Video Conferencing systems
• Provide ad-hoc support for key business users
• Complete tasks following ITIL standards

What We’re Looking For

Essential Skills:

• Experience on an IT Service Desk
• Proven 2nd Line support in a Windows 10 / Office 365 environment
• Enthusiasm for excellent service
• Excellent customer service skills, with experience liaising directly with senior stakeholders
• Strong knowledge of Windows 10, MS Office, MS Server, AD, network terminology and functions, and hardware (laptops/desktops/printers)
• Ability to stay calm under pressure
• Experience with ITIL-based processes
• Awareness of cyber security threats

Desirable Skills:

• Familiarity with ITSM Software (Remedy, ServiceNow, Samanage)
• ITIL Qualifications

What We Offer:

• An engaging and supportive team environment
• Opportunities for continuous learning and development
• The chance to work with cutting-edge technologies and global users