2nd Line IT Support Analyst, Manchester £20-26K

- Our client based in Manchester is currently looking for an 2nd Line IT Support Analyst to provide second line technical support to internal employees, assisting them with PC, Server, networking and hardware problems via phone, email or onsite visits. Main Duties and Responsibilities • To provide 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 1st & 3rd line support. • To be part of an on-call rota. • Produce documentation so that knowledge can be passed onto the relevant parties. • Ensure necessary documentation is maintained and kept up to date • 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. • 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. Avaya experience is highly desirable for this position. You will have all / some of the following Skills: - Has good oral communication skills and takes an analytical approach to problem solving. - Possesses a basic knowledge of IT and knowledge of several generic desktop software tools and, where applicable, deeper knowledge of at least one of the software applications used within own organisation Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / Windows 7 and MS Server 2003 / 2008 - Networking Experience (LAN, WAN, Wi-Fi) - Knowledge of Active Directory (AD) - Knowledge of McAfee Anti-Virus - Experience troubleshooting MS Office - Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills - Awareness of Dell Desktops / Servers - Appreciation of image builds technologies - MCP certification would be desirable. - Appreciation of ITIL standards 2nd Line IT Support Analyst, Manchester

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