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Support Analyst - 2nd Line

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    Service Desk Analyst

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  • Contact:

    Sophie Carter

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  • Published:

    27 days ago

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Role: Support Analyst - 2nd Line
Location: London
Salary: £45,000

You will act as Support Analyst - 2nd Line to provide face-to-face and remote support to global users with a high level of technical competence, customer service and in a fast-paced trading environment. As part of the global team, you will also have the opportunity to work on some projects and you will be required to work on a rota basis, as well as on-call out of hours rota and occasional weekend maintenance and/or emergency support as/when required.

Job Responsibilities:

  • Primarily, face-to-face 2nd line end-user desktop support and troubleshooting for London / UK offices but also support for other global systems
  • Remote 2nd line end-user support for our worldwide offices
  • Support of our global telephony system
  • Administration of our internal Office 365, Citrix and Azure environments as well as other applications such as Mimecast
  • Azure AD administration
  • Hardware support (laptops, desktops, printers, etc..)
  • Primarily 2nd Line support of our bespoke Shipbroking application stack
  • Escalating IT issues to various internal and external 3rd line support teams where necessary
  • On-boarding / Off-boarding of new starters and leavers
  • Procurement of new IT equipment / Supplier negotiations
  • Undertaking small to medium sized IT projects
  • Ensuring all asset records for equipment and users are maintained
  • Incident and problem management for service desk related tickets always adhering to specified SLA's
  • Documentation of known issues into our shared knowledgebase
  • Participate in the "On-Call Out-of-Hours" rota
  • Support with 1st line duties as required

Skills and Key Competencies:

  • Win 7 / Win 10
  • Microsoft Office 365
  • Service Desk ticketing systems
  • Ideally Citrix / Mitel / Mimecast / Win 10 environments
  • Azure - Active Directory
  • Comptia A+/N+/S+ Desirable
  • Knowledge of ITIL best practise or ITIL foundation advantageous

For more information please apply!