Senior Helpdesk Engineer - 2nd Line Support / Service Desk Analyst
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Senior Helpdesk Engineer / Service Desk Analyst / 2nd Line Support Technician with excellent troubleshooting skills covering a wide range of IT and Technical issues required for a well-established Company based in Canary Wharf, London.
SALARY: £28,000 - £31,800 + up to an extra £2,600 for Out of Hours Support
BENEFITS: Private Health Care, Season Ticket Loan, Company Pension, Sports and Social Events
** Excellent Career Prospects **
JOB OVERVIEW
We have a fantastic new job opportunity for an experienced Senior Helpdesk Engineer / Service Desk Analyst / 2nd Line Support Technician that has a solid background in Technical Support, an excellent telephone manner and great email communication skills.
As the Senior Helpdesk Engineer / Service Desk Analyst / 2nd Line Support Technician you will work on the Company’s busy Service Desk providing technical, application and telecoms support. You will also oversee the IT Help Desk and deputise in the absence of the IT Help Desk Manager, ensuring response for faults and service requests are accepted and addressed within agreed SLAs.
Working as the Senior Helpdesk Engineer / Service Desk Analyst / 2nd Line Support Technician you will ensure that all routine and ad hoc SOPs are carried out. You will also be the primary escalation point for technical issues to all Help Desk Analysts.
Your responsibilities as the Senior Helpdesk Engineer / Service Desk Analyst / 2nd Line Support Technician will also involve maintaining the IT Wiki and knowledge base for IT Help Desk Team.
For the right candidate there is great career development opportunities with a Company that truly supports their employees.
APPLY TODAY
If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
Answering support queries and requests via phone and email
Install and configure hardware (PC, Laptop, printer, scanner, phones)
Support software and applications
Provide customer training where required
Log all calls on the call logging system
Liaising with suppliers to arrange appointments and external support
Ensure IT policy and procedures are adhered to by the business to ensure the integrity of the Company’s network
Present and portray the IT Department in a positive manner at all times
Escalation of incidents and queries to the relevant team / colleagues to diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications within set SLA
Managing the incident and service request ticket queues, ensuring calls are being accepted, actioned and SLA’s are met
Primary technical escalation point for the Helpdesk, to help resolve complex issues by liaising with other technical departments
Undertake scheduled maintenance and upgrade tasks as outlined in the SOPs
Ensuring sufficient Helpdesk Analysts are available to answer phone calls during office hours
Ensure and maintain the helpdesk quality and focus, maintaining a high degree of customer service
Produce technical documentation and keep knowledgebase articles up to date for helpdesk staff
Ability to produce training documentation for Helpdesk and general staff when required
Work with the Project teams to assist with projects and readiness of support for new applications
Technically well versed and experienced with extensive knowledge of Helpdesk support processes
Represent and portray the IT Department in a positive manner at all times
IDEAL CANDIDATE REQUIREMENTS
Must have previous IT experience working within a Helpdesk or Service Desk environment
Experience of using a call logging system in a Helpdesk / Service Desk environment
Excellent communicator verbally and written at all levels
Good technical documentation and maintaining knowledge base experience
Working in Legal sector desirable but not essential.
Ability Multitask, prioritise workload and work calm under pressure
Positive and proactive approach to work
Understanding of ITIL framework, ITIL foundation V3 desirable but not essential.
Advanced PC hardware set-up, configuration and troubleshooting.
Good knowledge of troubleshooting and resolving enterprise applications
MAC support would be desirable
Knowledge of dictation software
Knowledge of AV and Mail filtering software
MCP or similar qualification, MCSA certification would be desirable
Strong knowledge of current Microsoft OS Windows, Windows 7 desirable
Intermediate knowledge and support of MS Office 2013 applications, Outlook, Exchange and Active Directory.
Strong knowledge of VPN Clients, installing and troubleshooting
Citrix Xenapp Management Console
Intermediate Telecoms support experience, Mitel would be advantageous
Strong knowledge of Mobile phone support - Such as Android and IOS
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.
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