2nd Line Support Analyst

Hybrid working: 3x in the office, 2x from home Are you personable, technically minded, and ready to take the next step in your IT career? Sharp IT Services is looking for a 2nd Line Support Analyst to join our helpdesk team in West Bromwich. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we’d love to hear from you. What You’ll Be Doing You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager, you’ll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction. Your responsibilities will include: · Owning, updating, and progressing support tickets to give clients confidence in our service. · Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery. · Organising and prioritising your daily workload to meet client expectations efficiently. · Using your technical knowledge to resolve issues and escalate where necessary. · Communicating clearly, professionally, and positively with clients and colleagues. · Actively developing your technical skills and contributing to team productivity. · Representing Sharp IT Services professionally to support client retention and business growth. What We’re Looking For We’re seeking a motivated team player with a passion for IT and a strong client-service mindset. You’ll ideally bring: A friendly, professional, and approachable attitude A strong desire to grow your skills in IT support Excellent verbal and written communication skills At least 2 years’ experience in IT support Intermediate knowledge of: Microsoft Server and Desktop Operating Systems Microsoft 365 and Azure Virtualisation, Networking, Firewalls, and Cyber Security Basic understanding of backup solutions and antivirus tools Awareness of Remote Monitoring and Management (RMM) tools What You’ll Get in Return We value our people and invest in their growth. When you join Sharp IT Services, you’ll benefit from: 26 days of annual leave, plus bank holidays life insurance, dental, and critical illness cover Study support for relevant professional certifications Discounted gym membership A clear pathway for career development in a supportive environment Ready to Apply? This is a fantastic opportunity to join a professional and friendly team where your skills and ambition will be recognised and nurtured. If you\’re ready to make an impact and grow your IT career, apply now and become part of the Sharp IT Services team. #J-18808-Ljbffr