2nd line support Analyst - Bristol - West

Technology - Information Technology
Ref: 2814 Date Posted: Wednesday 01 Dec 2021
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Our large online retail client is looking to grow their IT Service Desk to ensure the business are fully supported and able to match customer demand. We are looking to recruit a customer focused 2nd line  Support Analyst to join the IT Service Delivery Team in Bristol to ensure they to continue to offer a value add service to our internal customers. We need someone who is pragmatic and logical in approach, who is driven to find an answer utilising your technical knowledge to find solutions.

We will give you every opportunity to develop yourself professionally and personally with access to courses and coaching and with the growth plans we have, there is masses of scope for you to build a career with us. This is a fast paced role supporting a broad range of end users with differing needs, so you will learn tons and really develop your communication and technical skills. If you are looking to work for an entrepreneurial business who constantly evolve and look for better and new ways of working, then this is the place for you.

What will you be doing?

  • Provide appropriate technical support for hardware, software and networks across the business
  • Work with internal colleagues and third parties in order to deliver technical services, ensuring established service levels are adhered to at all times
  • Use automation wherever possible to build or improve existing technical capabilities, driving down the rate of BAU IT operations
  • Delivery of exceptional service to all users of IT, within a structured IT environment aligned to industry standard frameworks (ITIL Framework)
  • Focus on solving customer’s problems, striving to continuously better understand our internal customer’s needs
  • Be aware of the key IT and cyber risks, proactively operating to minimise these risks within the remit of the role, acting quickly to notify of any potential or identified IT risks through the appropriate incidents and escalations process

 About You

  • Experience in supporting a VMware-based Virtual Desktop Infrastructure (View, vCentre, vSphere)
  • Some basic knowledge of Batch/Powershell scripting
  • Proven experience in supporting and maintaining end-user computing solutions including physical desktops, mobile devices (laptops, tablets, smart phones), printers, and end-device security and remote access technologies
  • Experience with supporting a Windows 10 desktop estate
  • Highly effective communication both verbal and written
  • Working knowledge of mobile device management technologies Intune, Microsoft Azure, Active Directory, Group Policy Management, DHCP, DNS, O365 management, Solarwinds Monitoring would be desirable but not essential.