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 Responsibilities

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 Anti Virus software
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

Alternative Job Titles

2nd Line IT Support | 2nd Line Support Engineer | ICT Support Analyst | 2nd Line Technical Analyst

Typical Salary Range

£24,000 to £30,000