Service desk analyst jobs advert
Job Title

2nd line Service Desk Analyst 5456

Job Ref No



£25,000 - £35,000

Start Date



Service Desk Analyst





Service Desk Analyst Jobs

If you are looking for service desk analyst jobs, GTS has some great opportunities.

This role is for a 2nd line Service Desk Analyst to join a large IT team on their Wednesbury site.
This is a permanent and the salary is £25,000 – £35,000. The role offers potential flexibility for hybrid working after full training.
The hours on the role are split between 2 shifts of 08:00 – 16:30, 08:30 – 17:00 or 09:00 – 17:30. This will alternate between the two.

The ideal candidate will be used to providing world class technical IT Support at 2nd line level, troubleshooting issue and providing excellent customer service to our varied 1400 users across the UK.
Spread across three major brands, you will support industry leading businesses in the pursuit of achieving their primary goals. This technical role will help them maintain systems access covering a range of technologies, solutions, hardware and applications.

You will join a collaborative team in a fast paced and exciting environment.

Main Purpose of Job:

Firstly, troubleshoot issues and provide technical support to customers and colleagues through phone, email, and chat channels.

Secondly, provide operational 2nd line support using the Service Desk system and resolve in accordance with defined SLAs.

Also, travel and support company sites is needed.

Desired skills and experience:

Firstly, certifications such as:- ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.

Secondly, ServiceNow experience

Also, working in a business to business environment

Demonstrable experience working in an enterprise level Service Desk environment in line with ITIL best practice

Furthermore, installs, configures, and maintains approved telecom/network hardware and software components.

Maintains structured cabling systems, telecom systems, WAN, LAN, wireless networks, local Internet, remote access, VPNs, and connectivity protocols.

Analyses and implements network software or hardware changes.

Provides support for connectivity or related network/communication issues.

Collaborate with vendors and service providers to ensure services received meet expected requirements.

Ensure adherence and action on IT security policies.
3+ years of enterprise-level systems support experience.
Microsoft Windows Server and Services Stack (RDS, Hybrid Exchange 2016, Active Directory, GPO, DHCP, DNS, File & Print)
Virtualisation (VMWare)
Backup and High Availability (Veeam, Zerto, SRM)
Hardware (Cisco UCS, HP, SAN – Nimble)
Cloud Infrastructure technologies (AWS, Azure)

Mitel SIP Phone Systems
Service Desk operation, ideally ITIL related;
Powershell scripting/Automation
ERP software application experience
Relevant IT certification would be desirable

Personal Attributes

The ideal candidate will be passionate about IT and delivering the highest level of service. An effective communicator who enjoys keeping colleagues and customers informed, giving confidence their issue will be resolved. You will hold yourself to the highest standards of service. Take ownership of problems and see them through to full resolution to the customers delight. You will keep yourself up to date with current technology trends and enjoy getting into the detail.
The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

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