2nd Line Service Desk Analyst

2nd Line Service Desk Analyst

Job Description

Job ID: 32478
Job Function: IT
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 18 Jun 2024

Job Overview

We are looking for a 2nd Line Service Desk Analyst to join our team and commitment to providing excellent IT Support across TVS Supply Chain Solutions. As a 2nd Line Service Desk Analyst at TVS Supply Chain Solutions you will provide 2nd level support for our internal Customers and Colleagues across IT Hardware, Software and supporting our IT Infrastructure team with maintaining a secure and high availability platforms, servers and networks. This is achieved through monitoring, maintaining, supporting, optimising and improving our support and environments.
The 2nd Line Service Desk Analyst will apply proven analytical and problem-solving skills to identify, communicate and resolve issues escalated from the 1st Line Support team whilst also supporting the 1st Line team with Incident investigation providing guidance and knowledge transfer. A can-do, proactive approach is essential.

Job Responsibilities

You will be working as part of the Central Service Desk team in Chorley providing support onsite, via telephone, email, Service Desk Platform and supporting our Local Service Desk teams across our TVS sites in the UK. Support ranges from Hardware support, software support, IT Request fulfilment, onboarding and offboarding and getting involved with key IT Projects supporting our Infrastructure team & Development teams.

  • Always provide excellent customer service
  • Ensure high levels of performance, availability and security throughout the IT Infrastructure and IT Applications
  • Monitor, investigate, diagnose and resolve problems with key IT Systems to ensure systems work efficiently
  • Provide timely and appropriate escalations to 3rd Line when required
  • Undertake IT Projects to improve and upgrade IT Systems
  • Create and Communicate IT Work instructions across the IT Service Desk team
  • Own and Manage faults reported to third party suppliers, maintaining communication updates throughout
  • Assist with the procurement, build/configuration of PC’s, laptops and all other IT equipment
  • Independently analyse, solve and correct issues in real-time, providing problem resolution end-to-end.
  • Promote IT Best Practice and increase knowledge or core IT Systems in the user community
  • Provide remote and onsite assistance
  • Provide Out of Hours support on a rotational basis
  • Work with other resolving teams such as Infrastructure, DevOps and Development to identify and resolve faults across the IT Estate

Qualifications and Skills

  • Highly driven and determined individual with excellent communication skills both written and verbal
  • Strong problem-solving skills
  • Demonstratable and proven ability to work on own initiative with good organisational skills and self-drive
  • Exceptional customer service skills, with natural aptitude to consider impact to the customer
  • Understanding of Service and Network infrastructures, including telephony systems
  • Office 365 experience – administration and training
  • Windows 10 Desktop Support
  • Android and Apple phone support

Microsoft Azure and SharePoint experience

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

  • Competitive Salary and pension scheme with life assurance
  • 25 Days Holiday (plus 8 statutory Bank Holidays)
  • Holiday buy-back scheme (5 additional days available)
  • Employee Assistance Programme supporting wellness with immediate access to:
    1. GP consultation and second opinions
    2. Mental health support
    3. Financial and Legal support
    4. Wellbeing and healthy living support
  • Employee referral scheme with financial reward
  • Cycle to work scheme
  • Professional Membership and Study Sponsorship
  • Pass scheme (£100 to undertake training of your choice)

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

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