2nd line it service desk analyst

2nd Line IT Service Desk Analyst - Leyland - £32,000 plus package My client based in Leyland is currently looking for a 2nd Line IT Service Desk Analyst to join our onsite IT Service Operations team. In this role, you ll provide second-level desktop support, ensuring the stable operation of our organisation s infrastructure to agreed KPIs, and SLAs - this includes both internal and external customers. You ll have exposure to a broad range of IT-related projects and activities. Occasional travel to other locations may be required to provide technical support. This role is mainly Monday-Friday between 8am and 6pm, with some weekends and being part of the on-call rota. Key Tasks: Responding to incidents impacting normal production operation - prioritise tickets based on business impact Responding to queries on product functionality/operations Accurately and promptly entering Service Requests Incident details into the Service Desk Call Logging System Investigating the cause and resolution of incidents Establishing appropriate workarounds to return staff to operational status Providing appropriate progress updates to both staff and where applicable 3rd parties Be part of the 24/7 on-call rota for managing Major Incidents including coordinating with relevant IT teams external suppliers whilst providing frequent updates to the business end-users Escalating incidents technically and to management as required, prior to SLA s being breached Adhere to all company policies and procedures Update Service Desk Knowledge repository technical training material To be considered for this role, we need you to have the following skills, experience and qualifications: Previous experience working in an IT Service Desk role A thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365) Active Directory, O365, GPO s and DNS Microsoft Office software MS Active Directory/Exchange Email and AV security products Experience in troubleshooting desktop and laptop hardware issues Experience in troubleshooting TCP/IP network connectivity issues Telephony/VOIP Systems Experience of setting up networked printers iPhones and Android devices ITIL Foundation certified Experience in using an ITSM tool such as ServiceNow or Manage Engine Strong written and oral communication skills Full clean driving license Desirable: Experience/certification with cloud technology 2nd Line IT Service Desk Analyst - Leyland - £32,000 plus package