IT 2nd Line Support

Job Purpose Summary

The IT 2nd line Support will respond to IT incidents and service requests that have been escalated and unsolved from 1st line. The role will provide solutions in an efficient and effective manner whilst maintaining high levels of professionalism and exceptional customer service. 

This role will also provide support to a warehouse environment and any experience working in a similar environment would be desirable.

Role Responsibilities

• Provide guidance and help to users with varying levels of expertise via telephone, email and onsite
• Support and prioritise Directors/VIP users both remotely and onsite
• Ensure all IT incidents reported to the Service Desk or in person are resolved within the agreed timescales making sure that all closure information is correctly recorded
• Identify and resolve, or escalate, incidents relating to desktops, applications, systems and networks in order to limit business disruption
• Respond to service requests such as laptop builds, application installs, new user creation and equipment setup
• Document processes & create knowledge base articles
• Contribute to the knowledge management system and ensure all known problems and fixes are updated
• Travel to other CMS locations to provide on-site IT support when required
• Ensure employees of the business are regularly updated on the status of a ticket and receive excellent customer service
• Keep up to date with technology and service developments within the industry and make recommendations where appropriate
• Liaise with 3rd party companies or contractors to resolve issues where a 3rd party service is provided
• Ensure policies and procedures are followed throughout the organisation and any breaches are reported to the relevant authority
   

Additional Responsibilities

• Minimum of 1 year experience working in a 1st line IT support environment
• Exceptional customer service and communication skills
• Good understanding of key businesses processes and the use of IT within them
• Bachelors degree (or equivalent) in Computer Science/Information Technology
• Good Analytical and problem solving capabilities
• Ability to follow instructions and work unsupervised
• Prioritise workload and ensure project deadlines are met
• A good technical understanding of the following:
• Laptop, desktop and mobile hardware support
• Apple hardware (iPhones/MacBooks/iPads)
• Printers
• Windows 10
• Microsoft Office 365
• Fundamentals of networking
• Person Profile:
• Ability to operate under pressure within a team
• Potential training and mentoring ability
• Great communication skills
• Confident and able to liaise and collaborate with other departments
• A strong focus on continued improvements and personal development
• Good time management and self-motivation skills
• A keen interest in technology and its application in a business environment

Skills & Personal Attributes

Key Traits