Level 2 Service Desk Analyst

Responsibilities:

• Act as the first point of escalation from the L1 service desk team for incidents and more urgent requirements regarding technology issues, queries and requests
• Provide an excellent level of customer service to customers, by providing them with appropriate support responses and friendly and polite communication
• To resolve local ‘walk up’ issues/queries from local customers
• To perform Level 1 duties if the team needs assistance to meet business needs
• Ensure that all requests are logged and managed in order to meet our standards in the Service Desk system
• Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Demonstrate an excellent standard of customer service at all times, and to act as an technology ambassador in all dealings with customers
• Adhere to all technology processes such as incident management, problem management and change management
• Liaise with third-party suppliers for additional technical support
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database
• Fulfil procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation relating to projects and escalations
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
• Be aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsible for carrying out all tasks in a secure manner i.e. keeping security in mind

Required:

• A minimum of 2 years’ experience in a similar role in a professional services organisation is required, along with some knowledge of Microsoft Windows 10, Office & Teams, Active Directory, Microsoft Exchange, iManage Work DMS and Mimecast.  The successful candidate must be able to work independently with the ability to prioritise tasks and manage their own workload.
• Knowledge of the systems and principles listed below would be beneficial:
• ITIL Foundation
• Ability to digest and communicate technical data in business-understandable terms.
• Microsoft Windows & Office including Microsoft Teams
• ISO 27001
• Active Directory
• Microsoft Exchange
• IT Service Management tools
• Vulnerability management