IT Support - 1st/2nd line Engineer - Reading
A well-established legal services firm is looking for a 1st/2nd line Service Desk support Analyst to join them and deliver effective service desk support. This will include the effective and accurate escalation of issues to the appropriate support teams and development of strong working relationships with key staff and managers.
- Deliver 1st and 2nd line Service Desk support (break/fix problems and service requests) effectively and in accordance with SLAs
- Ensure that assigned IT service incidents are managed effectively.
- Arrange and assist external support as appropriate.
- Ensure all contact with the service desk is logged in the ITSM tool.
- Identify where knowledge can be shared with others in the team to improve the service provided to customers.
- Candidates must have knowledge of supporting:
- Microsoft Windows i.e. Office 365, Teams and Office etc.
- Mobile devices - configuring and troubleshooting
- Active Directory
- Printing solutions
- Experience as working as either 1st or 2nd line in a busy environment.