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2nd Line Support Analyst

  • Job reference: 30299
  • Location: City of London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £30000 - £37000 per annum

Currently we are looking for a 2nd Line Support Analyst to join an organisation based in London.

The 2nd Line Support Analyst will be an integral member of the support team. You will provide day to day 2nd line support and escalate issues accordingly.

Summary:

Role: 2nd Line Support Analyst

Location: London

Salary: £30,000 - £37,000

Responsibilities:

Asses, categorise and prioritise incidents and service requests.

Provide expert advice to all users

Provide the Project Management team with technical support

When unable to resolve an issue, escalate to the relevant support team

Ensure high standards are met and work to the ITIL framework

Maintain self-help documentation and the knowledge database

Experience

Required:

  • Ability to deliver high levels of customer service
  • Experience in dealing with a high volume of calls (usually between 30-60 per day)
  • Hard working and adaptable
  • Microsoft stack
  • Active Directory
  • Networking
  • Understanding of Cloud technologies (Office 365 & Azure would be ideal)
  • Strong understanding of ITIL

Desirable:

  • Office 365
  • Azure
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