IT Support Analyst (1st & 2nd Line )

1st Line Support

• Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
• Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
• Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
• Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
• Visiting other offices to deliver IT projects or resolve specific IT issues, as required
• Communicating effectively with the Service Desk Team Leader and other colleagues
• Providing cover for employee absence

2nd Line Support

• Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
• Contributing to the Change Management and Problem Management processes
• Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
• Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs