2nd line service desk analyst

Job Title: 2nd Line Service Desk Analyst - Tech Troubleshooter Extraordinaire Location: London Job Type: Full-Time We re seeking a skilled and resourceful 2nd Line Service Desk Analyst to join our team. No two days will be the same as you dive headfirst into technical challenges, using a mix of creativity and technical acumen to resolve a wide range of issues. If you re a tech-savvy problem solver with a passion for customer service, this is the role for you! What will your day to day look like? You will be working within a team of 11 individuals supporting 10 of our key clients. Responding to escalated technical support tickets from the 1st Line Service Desk, promptly addressing user inquiries, troubleshooting incidents, and resolving complex IT issues. Conduct in-depth analysis and diagnosis of user-reported problems, utilizing appropriate troubleshooting techniques and tools to identify the root cause. Provide technical expertise and guidance to end-users, offering clear instructions, step-by-step guidance, and workarounds to resolve issues, either remotely or on-site if required. Document all incidents, problem resolutions, and troubleshooting steps in the ticketing system accurately and comprehensively, ensuring proper tracking and knowledge sharing. Monitor system performance and proactively identify potential issues or areas for improvement, suggesting and implementing appropriate measures to maintain optimal system functionality and performance. Contribute to continuous improvement initiatives, participating in team meetings, sharing feedback, and providing recommendations to enhance the overall service desk performance. About Us T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it. Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks Security; Intelligent Automation; and Communications. At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech: Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile. United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve. We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience. What is the interview Process? Telephone conversation with the recruitment manager 1 hour Microsoft Teams Interview where you will be assessed on your skills 1 hour face to face meeting, giving you the opportunity to be introduced to the team and view our offices Requirements To be successful in this role you must have: Previous service desk experience, we are looking for a minimum of 18 months Strong technical Microsoft experience Great communication skills Exceptional customer Service skills Benefits What we offer 23 Days + birthday off BUPA Cash Plan 50% Flexible working Work from Home Allowance Charity days off (2 days a year) Training by professional and courses funded 3 Social events a year