Job Description:

Responsible

For

• Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client computing. Support and develop the team to a senior level.

Key Purpose

of Job

• Perform 2nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.
• Ideally looking for the stability of a career senior 2nd line analyst

Key Tasks

• Ownership of requests through to resolution, following up and closing as necessary
• Diagnosis and troubleshooting of assigned tickets to resolution reducing the requirement for escalation
• Provide a quality level of service to Customers ensuring communication is at the forefront
• Installation, configuration, and ongoing support of IT hardware and software
• Research, recommend, plan, develop and implement new IT solutions and technologies
• Recognise inefficiencies and suggest improvements
• Assist with trend analysis to discover root causes
• Keep operational documentation up to date
• Deputise for the IT Service Delivery Manager as required
• Support the Out of Hours service on a rota basis

PERSON SPECIFICATION

Qualifications

• Certificate or Diploma in computing (or equivalent)
• ITIL or equivalent qualifications would be an advantage
• At least 5 years experience within a 2nd line or senior 2nd line role

Experience

• Experience of working within a mixed technology support environment and/or willingness to support the development of the team and their capabilities, learning new technologies at pace
• Experience in all activities related to hardware support and provisioning
• Experience of supporting cloud applications, such as M365 Suite
• Experience of administering a broad range of Technical/Engineering applications
• A good understanding of ITIL methodologies
• Excellent communication and customer service skills

Knowledge & Skills

• Good working knowledge of the Windows 10 desktop operating systems, MECM\InTune, networking and common applications
• Proven abilities in diagnostics and troubleshooting
• Proven knowledge of troubleshooting hardware
• Proven knowledge of virtualisation, inc. VDI, and its benefits.
• Excellent problem-solving skills and ability to work well as an individual and as part of a close team
• Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure
• Able to demonstrate initiative and a proactive approach to daily tasks
• Able to demonstrate a high degree of flexibility including shift and out of hours working

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

SURREY SATELLITE TECHNOLOGY LIMITED

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Digital

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