2nd Line Service Desk Analyst (6mth Fixed Term) in Lichfield at Voyage Care

Date Posted: 11/19/2020

Job Snapshot

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Job Description

Job Family: IT

Location: Lichfield, Staffordshire

Pay Rate (£): Up to £28,000

Vacancy Reference: 025966


2nd Line Service Desk Analyst (6mth Fixed Term)

Reporting to the IT Technical Support Manager you will provide expert and timely first line technical support and training to all users of company IT equipment.

The role:

As an experienced 2nd Line Support Analyst, you will join a team of technicians which provides IT Support for our sites and users across the UK. You will form part of the first point for escalations, providing technical support on the more complex issues. Utilising a combination of your own expertise and resources available to you, you will own tickets from the initial investigation through
to a resolution, whilst keeping the users informed on your progress. Using a methodical and logical approach, you will diagnose and resolve infrastructure, hardware and software related issues of varying complexity.

You will work closely with the 1st and 3rd Line teams, coordinating contractors
and third-party services, whilst managing your own workload, and reporting to the Service Desk Team Leader.

The majority of your work will be resolving escalated incidents raised by 1st Line, you will also work towards identifying root causes, optimising troubleshooting methodologies, and creating resources to support the rest of the team. You will use your own initiative and creative thinking, creating scripted solutions using PowerShell, and identify opportunities for further improvements.

We need you to hit the ground running and help us reduce our current volume of open tickets.


Essential skills & abilities

  • Excellent problem-solving skills.
  • Excellent customer service skills.
  • Excellent verbal communication skills.
  • Good written communication skills.
  • Highly organized, must be able to manage a variable workload, meeting KPI’s and deadlines whilst working under pressure.
  • Strong working knowledge on using PowerShell to automate tasks.
  • Strong working knowledge on network security and data protection.
  • Ability to co-ordinate contractors, third party hardware repair and service suppliers.
  • Ability to multitask and manage multiple tickets simultaneously.
  • Ability to use your own initiative, to diagnose and resolve complex technical issues.
  • Ability to provide 2nd line technical support for bespoke software.
  • In-depth knowledge on networking, infrastructure and telephone systems.
  • In-depth knowledge on Microsoft operating systems, predominantly Windows 10, Windows server 2016 and server 2012.
  • In-depth knowledge on hardware such as Laptop’s, Desktops, Printers, network equipment, and peripheral devices.
  • In-depth knowledge on Active Directory, group policies, and Microsoft Exchange accounts (on-prem & cloud)
  • In-depth knowledge on the Microsoft 365 suit

Minimum experience requirements:

  • Minimum 3 years’ experience in a 1st line IT service desk role
  • Minimum 2 years’ experience in a 2nd line IT service desk role
  • Experience using PowerShell to automate tasks.

  ITIL Foundation Certificate
  Other industry qualifications are advantageous

We encourage all interested applicants to apply promptly as we review all applications & CVs received on a daily basis. The majority of our adverts close 2 weeks after posting, however where we receive a large number of suitable applications we may close the advert early.


Role Specific Requirements -