1st / 2nd Line Support Analyst

Job Type:
Job Sector:
South West
Salary Description:
Up to �22k + Training
TalentSpa Recuitment
Job Ref:

1st / 2nd Line Support Analyst

Location: Bristol

Salary: Up to �22k + Training

Our client is a communications company where technology empowered people combine experience and intelligence with cutting-edge digital tools to reduce operational costs and measurable improvements to increase customer satisfaction, retention and loyalty for our customers. They are a multi-site national organisation who have impressive growth plans who now seek an experienced 1st/ 2nd Line Support Analyst to work in their office based in the centre of Bristol.

You will be providing 1st and 2nd Line IT Desktop support to the business and will take ownership of the day to day running of the helpdesk. This will mainly involve effective administration, maintenance and support of desktop hardware, software, and associated peripherals, in a timely and professional manner and in accordance with service level agreements.

The Department:

The IT department is responsible for supporting and maintaining the company's IT systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business. The department is also responsible for the day to day running and administration of the Internal Helpdesk.

Duties/areas of responsibility of the 1st / 2nd Line Support Analyst:

The position will involve the following areas of responsibility:

* Escalating IT issues to the IT manager where necessary
* Diagnosing and resolving 1st / 2nd line technical issues
* Undertaking small to medium sized IT projects as instructed by the IT manager
* Maintaining desktop support
* Supporting and maintaining MS Windows Desktops and MS Office 365
* Setting up and configuring new laptops and desktops where required
* Fault finding of Thin Clients, laptops and desktops
* Reporting faults and maintaining logs on desktops and laptops
* Completing internal user moves including phones, cabling and patching of desks. Desk layouts remain the same, though cabling and system configurations may change from time to time.
* Patching of network and phones
* Ensuring all logs for equipment and users are maintained
* Ensuring licensing for all software purchased is recorded and maintained
* Setting up new users and disabling expired accounts in accordance with HR requirements.
* Monitoring and maintaining calls logged on the Helpdesk
* Systems Maintenance including patching and security updates of critical systems (services and networks)
* OOH support/ on call

Skills Required of the 1st / 2nd Line Support Analyst:


* Excellent Communication Skills, both verbal and written
* Strong technical skills
* Good Time Management and prioritisation skills
* Good working Knowledge of Active Directory, Office 365, DHCP and DNS
* Experience working with Thin clients, preferably Dell Wyse clients
* Capable of working as part of a co-located team, able to adapt to different work practices
* Experience working within a Helpdesk environment providing 1st and 2nd line support.
* Have strong customer services skills to support all stakeholders and external clients/partners where necessary.
* Willingness to carry out physical tasks such as cabling up desks, phones, printers and PC's / Thin Clients.
* Strong

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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