First Line Analyst 3

A First Line Analyst 3 working in the Second Line Service Desk team supporting delivery of a 24/7 x 365 service. Responsibilities include Incident investigation and resolution, request fulfilment, and technical coaching.

Requirements

• Experience in a Service Desk Support capacity with proven experience of resolving incidents for a large corporate customer
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure
• General awareness of developments in the IT industry
• Excellent troubleshooting skills
• Ability to work in a team and to support team members
• Committed to customer satisfaction and ownership of issues
• Experience of supporting Windows 11 and M365
• Experience with supporting remote workers across a VPN
• Experience of rebuilding workstations
• Experience of networks
• Excellent customer service skills, communication and strong attention to detail