Job Reference: BBBH26117
Job Duration:
Start date: ASAP
Description:
Concept are currently recruiting for 2nd/3rd Line Support Engineer for a client based near Central London
You will beresponsible for being the point of escalation for 2nd line incidents and some 3rd line requests via the service desk and providing floor walking support where required
The client are looking for a self-starter, being able to retain end to end ownershipand resolution of support issues working within the IS Service Operations teams.
Responsibilities of the role -
* ProvideIT Support to all office and home based users, using a broad variety of mainstream and bespoke applications on Windows and occasional Mac platforms
* Ensure system performance targets are achieved or surpassed, this includes incident, service request SLA's and maintaining or improving identified system, service KPI's.
* Provide clear and concise instructions that can be used by the service desk and being point of escalation for first line incidents and requests.
* On a weekly basis provide a checkpoint report to line manager - outlining progress made on calls and issues.
* Prioritise and coordinate the daily work tasks andpriorities of junior members of the team.
* Manage the call queue and ensure all calls are kept up to date and the business users are aware of the status if their call, focusing on delivering high quality resolutions to agreed SLAs.
* As a senior, you'll be on point for escalations arising from end-users and provide management updates to the leadership team.
* Delivery of excellent customer service, being credible, precise, keeping your promises and through great stakeholder management.
The ideal candidate should have an excellent working knowledge with the following -
* Experience as a 2nd/3rd line analyst, being a point of escalation for junior support staff
* 2nd/3rd Line Support/Troubleshooting of desktops/laptops and associated applications
* Microsoft Server 2012/2016 including: Active Directory, File server, DHCP, DNS
* Good knowledge of data networking: LAN, VLAN, WLAN, VPN, WAN
* Ideally have IT Support experience from the financial sector
Starting salary of up to £35,000 perannum plus benefits
Role will be 8.5hrs per day (1hr lunch), two shifts - between the hours of 07:00 - 15:30 & 09:00 -17:30 - based in the clients offices based near Central London
Industry: Banking
Salary: £32000 - £35000 per annum + benefits
Salary Benefits: benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Rebecca Coley
Website: -
Direct Application URL: -