IT Support Analyst- 2nd Line

at  Gateley

DIVERSITY, INCLUSION AND WELL BEING

Diversity, inclusion and well-being is an important part of Gateley’s culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone’s potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
We are proud to have been recognised by The Law Society as gold standard for our Diversity and Inclusion Charter and to be Stonewall Diversity Champions.

THE ROLE

As a 2nd Line Support Analyst, you will be expected to have in depth knowledge of the software and technical platforms that make up Gateley IT services as well as how IT within Gateley is consumed by end users. As a result, you will be able to resolve the majority of incidents and requests that are raised to the Service Desk and will be a point of escalation for the 1st Line Team.

The successful candidate will be responsible for:

• Technical escalation point
• Desk side and remote support
• Identify trends and potential problems and respond proactively
• Support and mentor 1st line analysts and apprentices
• Provide support at other Gateley sites where required
• Provide out of hours on-call support for the business
• Provide excellent customer service
• Comply with the company’s policies and procedures
• Use, maintain and create knowledge documents in the Service Management platform

The above description is not an exhaustive list due to the nature of the role. Therefore, the job holder may be required from time to time to carry out other ad hoc tasks as requested.