2nd Line Helpdesk Analyst
at Robert Half International UK

Date Posted: 28/12/2019

Job Description

Ref ID:  06650-0011072657


The Company

Are you ambitious, career focused or a 1st line engineer looking for the next step in your career? Robert Half are recruiting for a 2nd Line Support Analyst to join a busy, well known industry leader in Cambridge.

You will be working in a fast paced, dynamic environment with forward thinking individuals as part of the service desk team.

Our client is a technology focused, rapidly growing company in the heart of Cambridge with state-of-the-art office space.

The Role

As a 2nd line IT upport Analyst, reporting into the IT Manager, you will be responsible for providing diagnosis, analysis and resolutions, dealing with all queries from the end user. Here you should expect a wide range of technical support issues and be able to provide solutions in a simple, clear, customer friendly manner.

In this Support Analyst role, you will be responsible for:

  • Providing 2nd Line support for staff and customers in all areas of infrastructure and software support
  • Accurately allocating incidents to the correct external support group where necessary and update customers on incident progression
  • Escalating incidents where progress is not satisfactory
  • Performing required checks and patches
  • Highlight improvement areas to the business
  • PC and server configuration and troubleshooting
  • Providing knowledge and support with ongoing projects
  • Continuous upskilling to ensure skillset is current and relevant
  • Deal with all query escalations coming through and provide solutions where possible, owning the resolution of each customer query
  • Providing a high level of customer experience always

Your Profile

The successful applicant will be an experienced IT professional who can demonstrate a high degree of attention to detail and customer service. You will possess a broad knowledge of IT skills and be tenacious in your approach. Experience of Office365, Windows Servers, VMware, firewalls and VOIP telephony is desirable.

Salary & Benefits

  • £24,000-£27,000 depending on experience
  • 24 days holiday + bank holidays
  • Competitive benefits package

The salary range/rates of pay is dependent upon your experience, qualifications or training.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: www.roberthalf.co.uk/privacy-notice.

Job Snapshot

About Us

Robert Half is the world’s first and largest specialized recruitment consultancy. The company has over 60 years experience providing temporary, interim and permanent recruitment solutions for accounting and finance, financial services, and technology professionals.

We help highly skilled professionals find rewarding jobs with leading companies in the UK and offer complimentary access to career guidance and resources and online training opportunities.

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