Job Description - 2nd Line Support Analyst with a current Enhanced DBS (MUST HAVE)

Role Title: 2nd Line Support Analyst

Location: Aylesbury

Reports to: Service Delivery Manager

Scope of Role

The 2nd Line Support Analyst will be based at one of our client sites and will assist with the day-to-day IT support for the client.

Objectives for Role

• Own, update and progress tickets so the client is confident their issue will be investigated and actioned.
• Responsible for meeting agreed Key Performance Indicators to maintain a consistent high standard of service across the Company.
• Organise and prioritise daily tasks to provide a service in line with Client expectations.
• Be professional, positive, presentable and friendly when communicating with colleagues and clients to aid the effective exchange of information.
• Utilise advanced technical knowledge and experience to progress tickets and provide excellent client services.
• Be an ambassador of the Company at all times to improve and maintain the reputation of the business.

Person Specification

• Friendly, personable, professional and presentable.
• Driven to develop your IT Skills.
• Excellent attention to detail.
• Client service focused.
• A real team player who is happy to do whatever is needed from a technical perspective to get things done.
• Excellent written and verbal communication skills.
• Technical knowledge and experience of IT and IT support with a minimum or 2-4 years' experience.
• knowledge of Microsoft Server and Desktop Operating Systems.
• knowledge of Microsoft Cloud Technologies (365 and Azure)
• knowledge of Virtualisation, Networking, Firewalls and Cyber Security.