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2nd Line Technical Support Analyst required for my client based in Guildford for a 5-month contract starting ASAP.
This is an onsite role with 1 day per week WFH after 2 months.
Hours are 8-4.30 / 8.30-5pm
Rate is £26-30ph INSIDE IR35
Key Tasks
- Ownership of request through to resolution, following up and closing as necessary
- Diagnosis and troubleshooting of assigned tickets to resolution or escalation where necessary
- Provide a quality level of service to Customer ensuring communication is at the forefront
- Setting up from new and re-building Laptops and Desktops
- Installation and configuration of IT Hardware and Software.
- Research, recommend, plan, develop and implement new IT solutions and technologies.
- Keep operational documentation up-to-date.
- Be the final contact point for the majority of incident or requests reducing the number of requests that require escalation
- Deputise for the IT Service Delivery Manager as required
Experience
- Extensive experience with using and administering computers
- A good understanding of ITIL methodologies under skills & knowledge
- Must be capable of defining a problem and applying a problem-solving methodology
- Must be able to priorities tasks and work under pressure.
- Previous customer facing roll
- Experience of administering a broad range of Technical/Engineering applications would be an advantage.
Knowledge / Skills
- Good working knowledge of the Windows 10\11 desktop operating systems, MECM\InTune, networking and common applications
- Proven abilities in diagnostics and troubleshooting
- Proven knowledge of hardware including - Desktops, Laptops, Soft Phones
- A good team player
- Prover knowledge of virtualisation, inc. Desktop, and its benefits.
- Excellent problem-solving skills and ability to work well as an individual and as part of a close team
- Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure
- Able to demonstrate initiative and a proactive approach to daily tasks
- Able to demonstrate a high degree of flexibility including shift and out of hours working
