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Technical Support Analyst/1st & 2nd line support

Job Title: Technical Support Analyst/1st & 2nd line support
Contract Type: Permanent
Location: West London, London
Industry:
Salary: Negotiable
Start Date: asap
Duration: PERM
REF: PP/CK/TechSupport_1617285206
Contact Name: Caroline Kennedy
Contact Email: caroline.kennedy@projectpeople.com
Job Published: 7 months ago

Job Description

I have an exciting opportunity to work as a Technical Support Analyst for a company with a fantastic office and working environment who are currently undergoing a major business transformation, underpinned by significant investment in their technology.

The Technical Support Analyst will provide effective and efficient 1st & 2nd technical line support to internal customers and support the Service Delivery Manager.

Key responsibilities of the Technical Support Analyst include:

  • Provide end user support and technical issue resolution for our Technology services, which includes end-user devices, infrastructure services, local and wide area networking, business applications, cloud hosted services, mobile devices, cyber security and other technologies as required.
  • Ensures the Technology department meets the agreed services levels
  • Follows our Technology processes and actively contributes to the knowledgebase for Technology use and for internal customers' self service
  • Help co-ordination of Major Incidents and provides communication to relevant stakeholders

The successful Technical Support Analyst will have:

  • ITIL Foundation Certification or equivalent experience required
  • Experience of providing 1st and 2nd line support to end users across an enterprise environment
  • Must be able to triage issues and escalate quickly when appropriate.
  • Inter-Personal, self-starter, adaptable, flexible, team player who takes ownership
  • Demonstrated ability to interact with users to evaluate and solve problems and experience working across all areas of Technology to support a 24x7 environment
  • Highly organised with strong time management and planning skills
  • Strong communication skills both verbal and written with the ability to build and influence key relationships within the business
  • Have a passion for self-development and to proactively improve knowledge and learn from experiences
  • Respond to client complaints/incidents quickly and confidently to ensure excellent satisfaction is achieved
  • Be able to quickly build a rapport with people and develop strong relationships and have great listening skills
  • A confident, positive and outgoing person with natural enthusiasm and the ability to be assertive when required
  • Stakeholder management and influencing skills across multiple stakeholder groups

To apply for the Technical Support Analyst please send your CV to caroline.kennedy@projectpeople.com

Project People is acting as an Employment Agency in relation to this vacancy.