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2nd/3rd Line IT Support Analyst

DGH Recruitment Ltd.

Posted on Nov 24, 2022 by DGH Recruitment Ltd.

Nottingham, Nottinghamshire, United Kingdom
Immediate Start
£35k - £38k Annual

2nd/3rd Line IT Support Analyst

Please note: This role will require full office working for the first 3 months, then will move to hybrid working of 3 days per week in the office.

The successful candidate will take responsibility for providing 2nd and 3rd line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI's and to be an active escalation point for 1st and 2nd line engineers.


- Working with the Service Desk Manager and the Infrastructure Team, ensure the delivery of day to day support to the organisation's users, covering Servers, network, applications, desktops, laptops, telephony and mobile devices.
- On a rota basis, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.
- Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users, as well as Back End troubleshooting of Servers and network. Front End support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.
- Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.
- Respond to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians.

Required Skills/Experience:

- Extensive experience of working in Service desk environments - 1st - 3rd line, using an ITIL service desk ticketing systems.
- Support and administration of Microsoft Windows 2012, including Active Directory administration and Group Policy management.
- Experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs
- Support and administration of virtualised environments and VDI - Citrix XenDesktop
- Experience of supporting productivity suites: Microsoft Exchange Online and Microsoft Office 365.
- Extensive experience in support and administration of VOIP systems.
- Support, administration and management of Microsoft SCCM.

2nd/3rd Line IT Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business

Reference: 1803205078

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2nd/3rd Line IT Support Analyst

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