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1st / 2nd Line Support Analyst

Job Reference: JSRS15919GB

Salary: £20000 - £25000 Per Annum

Salary per: Annum

Job Duration: Permanent

Vacancy Posted: 14-11-2018

Contract Type: Permanent

Location: Bury, England, Greater Manchester

1st / 2nd Line Support Analyst

Working on the outskirts of Manchester our client who are a leading player in their specific field currently require a talented and ambitious 1st / 2nd Line Support Analyst to join their team and help provide a high level service to their internal clients.

The successful 1st / 2nd Line Support Analyst will have a positive attitude and a desire to go above and beyond their duties and have a passion for what they do.

Role responsibilities:

* 1 st Line Support including Advanced Desktop Support, setting up and installing computer and telephony hardware,
* Troubleshooting of hardware, software and peripherals
* Being the Front-Line & Face of IT – Prompt, Always Available, Responds to Requests
* High Levels of Customer Service, Ensuring that internal customer issues are dealt with courteously and expediently within service levels
* Consistent Approach to IT Customer Requests
* Provide Regular Communication to Customers of Active Requests
* Effective Request Ownership, Resolution, Escalation & Allocation
* Process Support; Ensure Sufficient Information/documentation is gathered for Support Teams
* Creating and updating the service desk tool, accurately and in a timely manner
* Testing

Skills required:

* Have at least 2-3 years experience in a similar role
* Excellent attention to detail
* Exposure to the ITIL Incident management process is advantageous
* 1 st and 2 nd Line IT Support Experience including knowledge of Windows Operating Systems, Basic Active Directory Administration, and TCP/IP Networking
* Be Service Led, Self-motivated, Results Orientated and able to deliver High Quality Work
* Have good troubleshooting and analytical skills
* Be organised and consistent in their approach to their work
* Be flexible in their working hours
* Be able to work to deadlines and to SLAs

1st / 2nd Line Support Analyst

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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