2nd/3rd Line Support Analyst

Overview
TWC is a fast-growing IT and Communications solutions provider, based in Potters Bar, delivering excellent customer service. We are currently looking for a 2nd/3rd Line Support Analyst to join our Service Desk.

2nd/3rd Line Support Analyst Responsibilities and Duties

Main purpose of the role:

> Deliver excellent service, exceeding the customer expectations wherever possible

> Provide First Time Fixes for incidents wherever possible

> Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA

> Keeping Customers always informed on status and progress

> Participate in the process defined Incident, Change and Problem Management

> Capability of Team Leadership/Service Desk Management

> Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated

> Deliver and maintain vendor management on behalf of the customer

> Support and mentor 1st Line Analysts, sharing knowledge and ideas

> Business process awareness

> Drive the customer experience by executing the defined service desk process

> Perform Operational Checks on customer estates to ensure availability & Performance for core daytime operations

2nd/3rd Line Support Analyst Qualifications and Skills

> Industry recognised qualifications – MCP, MCSA, MCDT, MCSE, CCNA, CCNE, ETC.

> ConnectWise application stack (RMM, Manage, ITBoost)

> Excellent oral and written communication skills with the ability to communicate effectively at all levels

> Clear and Polite telephone manner

> Rapid and accurate data entry skills

> Ability to take ownership of and progress tickets to resolution

> Good Technical Aptitude

> Excellent social skills with the ability to establish and maintain good/productive relationships

> Ability to display a logical and methodical approach to problem solving

> A passion for providing exceptional customer service even during period of stress and pressure

> Experience of working in a team

> Passionate, professional, with a ‘can-do’ attitude at all times

> Experience as an analyst within a similar role

Desirable

> Azure Configuration

> FortiGate / Draytek

> DNS, DHCP, Networking

> Ubiquity

> MS 365 – Outlook, SharePoint and other applications

> AV, Web, and Email Solutions

> VMWare

> Mac

> Cloud telephone Systems

> Hardware troubleshooting of both desktop and server hardware

Job Type: Full-time, Permanent

If you’re interested in this role, fill in the form below, attach a copy of your latest CV and we’ll be in touch shortly.