IT Service Desk Analyst – Tier 2

York, Yorkshire
Investigo Change Solutions

The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.

On a day-to-day basis an IT Service Desk Analyst – Tier 2 is responsible for delivering first class IT support, responding to and resolving a wide range of incidents and requests, within strict Service Level Agreements, ensuring excellent communication at all times.

• Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
• Use effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
• Provide Tier 2 support in accordance with IT policies and procedures.
• Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
• Identify and escalate, to the Senior IT Service Desk Analyst – Tier 2, incidents and requests that potentially need input from the wider IT team. Ensuring diligence is applied before escalating in accordance with IT policies and procedures.
• Enforce IT policy and procedure, where necessary, escalating non-compliance to the Senior IT Service Desk Analyst – Tier 2.
• Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Senior IT Service Desk Analyst – Tier 2.
• Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
• Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA), raising breaches of SLA to the Senior IT Service Desk Analyst – Tier 2.
• Escalate incidents, to the Senior IT Service Desk Analyst – Tier 2, where a satisfactory resolution has not been provided or where a higher level of management input is required.
• Identify problems via root cause analysis along with incident trends.
• Suggest improvements to procedures and practices with a view to increasing efficiencies, recommending any changes to the Senior Service Desk Analyst – Tier 2.
• Where necessary provide Tier 1 support in accordance with IT policies and procedures.
• Assist in the development of the central knowledge base.
• Provide on-site support for all York office users and services [Plc and Yorkshire Regional company].
• Participate in training for new technologies and services as they transition from project delivery into business operation.
• Deliver projects within agreed timescales on an ad hoc basis.
• Assist in the management of all IT hardware and software assets.
• Perform any other tasks assigned to you. This includes regular tasks and any ad hoc requirements as defined by the IT Service Desk Manager or senior members of the team.

Qualifications:

• A Level IT, BTEC in Computing or equivalent.
• MCP or equivalent.
• SDI – Service Desk Analyst or equivalent.

Knowledge & Experience:

• Tier 2/2nd line support experience on a busy IT Service Desk (minimum 2 years).
• Experience working to and reporting against SLAs.
• Working in large scale, multi-site environments.
• Windows 10 support in a domain environment.
• Hardware, software and peripheral troubleshooting and support.
• Active Directory/Azure Active Directory administration.
• Working knowledge of TCP/IP Networks.
• Office 365 administration, troubleshooting and support.
• Azure Intune troubleshooting and support.
• VPN troubleshooting and support.