Service Desk Analyst (2nd Line)

at  ProActive Search Ltd

ESSENTIAL SKILLS

To be considered, candidates will offer a minimum of 3 years of IT Service Desk commercial experience and satisfy the following:

• Proven experience in a technical IT role within a Service Desk environment, with strong technical expertise.
• Demonstrated success in meeting and adhering to service level agreements.
• Strong focus on delivering excellent customer service.
• Excellent verbal and written communication abilities, with experience in creating technical documentation.
• Skilled in self-managing and prioritising tasks in a fast-paced environment.
• A ‘can-do’ attitude with a willingness to learn and progress.

In addition to the salary of up-to £29,500 p.a., the benefits package includes:

• Paid overtime
• Enhanced Holidays
• Pension
• Discounted Gym
• Discounted car lease schemes
• Industry leading maternity, paternity and adoption leave
• Free onsite parking
• L&D budget
• Hybrid working

ABOUT THE ROLE

This is your chance to join a truly iconic Midland’s retail group. Due to ongoing company expansion, we now have an opportunity for a Service Desk Analyst (2nd Line) to join my clients team.
We are looking for a motivated and ambitious individual who is able to prioritise multiple tasks and deadlines. Reporting into Senior IT Management, the Second Line Service Desk Analyst will deliver IT support through various channels to colleagues across the group, addressing incidents, problems, and service requests, primarily those escalated from First Line support, whilst maintaining an exceptional standard of customer service.

RESPONSIBILITIES

• Provide Second-level IT support by resolving technical queries related to incidents, problems, service requests, and other issues that arise, both remotely and in-person. This includes support for hardware, software, mobile devices, and other technical equipment.
• Serve as an escalation point and technical support for first-line colleagues, managing tickets and ensuring their resolution is within the agreed service level agreements.
• Manage Service Level Agreements and targets.
• Collaborate with other IT teams and third-party vendors to ensure tickets are resolved, escalating issues, as necessary.
• Assist with major incidents when required, to ensure service is restored as quickly and efficiently as possible.