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2nd/3rd Line Support Analyst

  • Location:


  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    2nd Line Support, SQL, 3rd Line Support, Analyst, EUC, Systems Analyst, IT Support, Support Analyst, Systems Engineer

  • Salary:

    £41000 - £43000 per annum + + Benefits

  • Contact:

    John Flynn

  • Contact email:

  • Job ref:


  • Published:

    10 days ago

  • Expiry date:


  • Startdate:


Position - 2nd/3rd Line Support Analyst

Location - Bracknell (Hybrid)

Salary - £41,000 - £43,000 + Benefits

I am working with a leading global retail organisation who specialise in a wide range of professional hair and beauty products, serving both professional and retail customers from their 240+ stores across the UK & Ireland and with further locations across Europe, totalling approximately 440 retail outlets.

Responsible for the services and 2nd/3rd Line Support of their end users across the UK, Ireland, Belgium, France, Netherlands, Germany and Spain this role will see you providing ITIL based Incident, Request and Problem management including, but not limited to, incident, request, problem and Change ownership, monitoring, and tracking whilst providing a mix of support for business as usual operations, project, and preventative maintenance across Windows 7/8.1/10 & 11, Microsoft desktop applications, Microsoft AX2009/2012, D365, SCCM, Active Directory, WebEx, MobileIron, SOTI, SQL, MS Azure Payment and other hardware devices.

Key Responsibilities & Accountabilities

  • Support of desktop environments to business users, Stores, field based users, and warehouse locations with relevant peripherals and access to all necessary line-of-business, enterprise and corporate applications.

  • Provide 2nd line support for all necessary line-of business, enterprise and corporate applications, including, but not limited to MS AX2009, AX2012, D365 and collaboration tools.

  • Provide 2nd and 3rd line support to desktop environment to business users, Stores, field based users, and warehouse locations.

  • Provide 2nd line support for Mobile device management for business users, Stores, field based users, and warehouse locations.

  • Coordination with other Service Management teams to ensure desktop and application service availability is maintained.

  • Provision and support of a desktop management regime with associated tools (e.g. Group Policies, SCCM, AV) that ensure all devices are appropriately manageable, secure, up to date and reliable.

  • Train users on applications and help them resolve application issues.

  • Create and maintain end user training documentation.

  • Conduct and support client application testing.

  • Duties include one on one daily interaction with users and other IT support professionals.

  • Provide a flexible regime that allows efficient introduction of new or updated devices, systems and services, operated by 3rd parties, but remains secure, robust, up-to-date and efficiently manageable.

  • Monitor End User services in a proactive way to minimise the occurrence of service outage.

  • Identify, Document, Arrange and Test all changes to systems, services, network, hardware, software and hosted applications.

  • Resolve issues and prepare update communications to management and the wider business in a format that is easily understood and interpreted by nontechnical staff.

  • Represent the IT support team on projects within the business both locally in Sally Europe as well as on wider Global IT Projects and implementations.

  • Interact and co-ordinate with vendors, suppliers, distributors and 3rd party consultants.

  • Monitor incidents, requests, problems and change to ensure they are progressed within SLAs, and escalate as required.

The successful candidate will have the following:

  • Ideally previous experience supporting POS retail devices and device management services.

  • Experience querying and working with relational databases (particularly SQL Server).

  • Proven ability to work in End-User computing in a complex multi-supplier retail environment.

  • Demonstrated understanding of computer hardware, operating systems functions and components.

  • Must be familiar with multiple makes/models of desktops and laptops and be able to disassemble, troubleshoot and reassemble hardware.

  • Experience installing, configuring and supporting business applications with a track record of career growth and skill development.

  • Good understanding of networking basics/TCP/IP.

  • Previous experience of troubleshooting software issues related to Windows 7/8.1/10, Microsoft Office, Outlook and other desktop applications.

  • Previous experience of troubleshooting of Microsoft patches, software deployments, group policies and Anti-virus.

  • Previous experience of troubleshooting software deployments using Microsoft Systems Management Server (SMS) and/or SCCM.

  • Used to working with a team spread over multiple locations.

  • Previous experience of troubleshooting complex server connectivity issues involving host based TCP/IP routes on multi-homed servers, multiple VLANs, DNS, firewalls, router and switch access control lists etc.

  • Experience in dealing with Thin and Thick Clients.

  • Knowledge of NTFS share permissions , Logon Scripts, User Profiles (Local and Network).

  • ITIL certification and experience of working with ITIL approaches and practices including incident, problem & change management.

The role has a hybrid working policy with three days in the office located in Bracknell and two days working from home and comes with a generous salary up to £43,000 plus benefits.

For a confidential discussion - Apply now!