2nd Line IT Analyst in Manchester

£ 25,000 to £ 30,000

laura.gilchrist 

Posting for 2+ years

Manchester

Ad ID: 37271231

Ended

Description:

To provide second line technical support to internal employees, assisting them with PC, Server, networking and hardware problems via phone, email or onsite visits.

To provide 1st, and 2nd line technical support, dealing with queries professionally and efficiently, maintaining a high degree of customer service

To maintain user/customer security on all systems

Responsible for backups ensuring they are effective and support full recoverability of the business

To ensure that all SLA's are met

Plan and oversee projects (e.g., upgrades, hardware/software installations) ensuring all projects are delivered on-time, within scope and within budget

Provides excellent customer experience through effective desktop & laptop administration; installing and configuring computer hardware operating systems and applications; talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.

Identify root cause of issues through defect investigation, troubleshooting system and network problems and diagnosing and solving hardware or software faults; Leading technical investigations and driving resolutions where necessary

Delivers high quality projects by working with multiple departments both internally and externally; Being involved in technical support for multiple projects; Translating complex data into plain English to enable the business to make better decisions; Liaising with 3rd party companies

Ensuring staff access to necessary enablers through supporting VPN and remote access issues; monitoring and maintaining computer systems and networks.

Maintains exceptional standards of work through understanding and following company quality, safety, health and environmental policies, procedures, and training.

Coaches Junior members of the team.

Responsible for Incident management process

Champions escalation and priority matrix, ensuring end users follow the correct process for IT ticket escalation

Creates custom database queries and ensure they are fully reconciled and accurate before releasing to end users.