Service desk analyst 2nd line

Salary up to £37,700 per year Excellent IT opportunity About Our Client My client is one of the largest housing associations in the city of London and the south-east. Job Description The successful Service Desk Analyst - 2nd line will: Provide 1st, and 2nd line technical support services professionally and efficiently, maintaining a high degree of customer satisfaction; Take ownership of user issues, problems, perform a technical diagnosis and fix issues either remotely or on-site; Efficiently and effectively provide solutions/workarounds to Incident s, Problems, Service Requests and Changes within SLA thresholds; Provide technical assistance and support to colleagues in IT related matters; Create, manage and transfer Knowledge documentation to all related NHG IT support teams; Ensure appropriate standards and procedures are adhered to support a high-quality deliverable to NHG; Assist the Problem Management process and using senior technical resources to deliver the service. The Successful Applicant The successful Service Desk Analyst - 2nd line will have the following experience: Windows PC, Mobile Phones, tablets and server operating systems Microsoft Active Directory and network protocols Azure admin Office 365 admin Exchange Admin Business application and how they are used by the business Security procedures and their implementation Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution Good team management skills Exceptional Customer Service skills Excellent troubleshooting and problem-solving skills Excellent ability to transfer knowledge within a team General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi Strong leadership skills Excellent communication both written verbal Excellent time management organisational skills Excellent understanding of operations and business priorities Ability to effectively manage service delivery through a 3rd party supplier Excellent customer service experience, incl. compliment and complaint handling ITIL Certified Solid IT technical background educated to degree level ITIL Foundation or equivalent What s on Offer Salary up to £37,700; Excellent annual leave allowance and flexible working opportunities (qualifying period may apply); Generous pension scheme; Enhanced maternity, paternity and adoption pay - enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply); Employee assistance - free confidential advice and counselling services provided by independent specialist organisations; Health cash plan; Staff discounts - access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more; Interest free loans: season ticket loan, tenancy deposit loan and training loan; Cycle to work scheme; Life Assurance x 4 annual salary.