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2nd Line Support Analyst Job Description


Job Overview
To provide second line technical support to internal employees, assisting them with PC, Server, networking and hardware problems via phone, email or onsite visits.

Duties and responsiblities
- To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
- To ensure that all SLA’s are met
- To work effectively and productively with 3rd line support
- To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
- To document all calls on the call logging system
- Produce statistics each month on Helpdesk issues
- To maintain user security on all systems
- Supporting users in the use of Computer equipment by providing necessary training and advice
- To arrange for external support visit whenever problems cannot be resolved in house

Skills / Attributes Required
- Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / Vista / Windows 7 and MS Server 2003 / 2008
- Networking Experience (LAN, WAN, Wi-Fi)
- Knowledge of Active Directory (AD)
- Knowledge of Sophus Anti Virus
- Experience troubleshooting MS Office
- Remote Access tools such as Log Me In or PC Anywhere
- Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills
- Excellent telephone manner
- MCP certification would be desirable

Typical Salary Range: £20,000 to £27,000