IT Service Desk Analyst - 2nd Line| Remote Up to £31,428 DOE

Your new role


To offer second-line technical assistance to employees, volunteers, and third-party cooperation organisations.


Key responsibilities:



* Ensure that all tickets escalated from 1st Line are investigated and resolved within the Service Level Agreement (SLA).
* Respond promptly to colleagues in order to improve the customer service experience.
* Provide 2nd Line remote support to staff, volunteers, and third-party partnership agencies.
* Resolve customer technical issues quickly and effectively, aiming for a high first-time fix rate.
* Prioritise and manage multiple tickets simultaneously based on their priority
* Proactively seek ways to reduce the overall age of tickets.
* Troubleshoot networking-related queries and liaise with Internet Service Providers (ISPs) contracted to supply CGI with Internet connectivity.
* Offer 1st Line support when necessary.
* To the growth of the Service Desk Knowledgebase by creating and updating both technical and user Knowledgebase articles.
* Continuously look for ways to enhance service delivery.
* Create user training guides and other supporting documents to promote self-service.


What you'll need to succeed



* Have experience with a variety of desktop environments and be knowledgeable in Azure Active Directory, Microsoft Windows 10 and Office 365
* A good understanding of computing hardware, including thin clients, desktops, laptops, tablets and smartphones (iPhone and Android).
* Demonstrated capability to diagnose and resolve PC, server, peripheral, and networking troubles in a systematic and organised fashion.
* Expertise in setting up and supervising network printers and their associated management programs.
* Proficiency in installing and administering various software packages.
* Skilled in providing application support for Office 365 and web-based applications.
* Experienced in providing support for telephony and Voice over Internet Protocol (VoIP) systems.
* Familiarity with TCP/IP networks and an aptitude for resolving networking issues.
* Capacity to deliver initial and secondary level IT assistance to customers in a hectic Service Desk environment.
* Prioritizing, meeting deadlines, and remaining composed even under stress.
* Ability to de-escalate tense situations and stay composed.
* Proficiency in forming productive working relationships with colleagues at all levels through phone, email, and face-to-face interactions.
* Relevant IT qualifications or certifications.
* ITIL v3 or v4 Foundation qualification or knowledge of working in an ITIL-aligned environment.



What you'll get in return



* 37.5 Hours per week
* 25 days annual leave
* Pension Scheme
* Fully Remote / Flexible working


What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

(Please note I am currently not working on any roles that can offer sponsorship in the UK)

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