2nd Line Support Analyst (IT Service Desk)

What you'll be doing:

As a 2nd Line Support Analyst, you will be working for a leading professional services business supporting a variety of users. You will be expected to have previous experience in a service desk environment covering 2nd line support, allowing you to resolve the majority of incidents and requests that are raised to the Service Desk and act as a point of escalation for the 1st Line Team.

Responsibilities:

• Technical escalation point
• Desk side and remote support
• Identify trends and potential problems and respond proactively
• Support and mentor 1st line analysts and apprentices
• Provide support at other Gateley sites where required
• Provide out of hours on-call support for the business
• Provide excellent customer service
• Comply with the company's policies and procedures
• Use, maintain and create knowledge documents in the Service Management platform