2nd Line Support

at  Metropolitan Thames Valley

ABOUT US

Metropolitan Thames Valley Housing has a vision that “everyone has a home and the opportunity to live well”; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live.

ABOUT US

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document

THE KEY RESPONSIBILITIES ARE:

To provide end user 2nd Line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI’s and to be an active escalation point for 1st line engineers.

OTHER DUTIES INCLUDE:

• With the Service Desk Manager and the ICT Infrastructure Team, ensure the delivery of day-to-day ICT support to the organisation’s users, covering servers, network, applications, desktops, laptops, telephony, and mobile devices.
• On a rota basis, undertake routine daily checks and maintenance and act as the 2nd line escalation point of contact in resolving user and technical issues.
• Proactively undertake the day-to-day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users. Front-end support includes thin clients, PCs, laptops, smart phones, and tablets; VOIP telephony, MFDs; Video Conferencing/Skype meetings and various applications in addition to MS Office.
• Maintain a pro-active role in monitoring all requests, incidents, and problems, having complete visibility on the Infrastructure Service Desk.
• Respond to Service Desk phone calls/tickets as needed, focusing on 2nd line tickets and activities, and taking on tickets escalated by the 1st line helpdesk. Escalate when necessary to the 3rd line Service Desk Analyst.
• Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, systems, and processes.
• Work an out of hours shift if asked to, compensated by corporate company guidelines.
• Undertake infrastructure project work and continuous improvement activities as part of the annual work plan.
• Liaise with hardware and software suppliers and service providers.