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- Tasks: Provide top-notch technical support and resolve complex IT issues for customers.
- Company: Join a local company in Maidstone focused on IT support and customer satisfaction.
- Benefits: Enjoy opportunities for upskilling, training, and potential progression to 3rd line support.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact on customer experience.
- Qualifications: 3-5 years of IT support experience with strong 2nd line focus and excellent troubleshooting skills.
- Other info: Candidates must pass security clearance; diversity and fair recruitment are valued.
The predicted salary is between 24000 - 32000 £ per year.
Are you looking for a local company to join in a 2nd line Support Capacity? Great opportunity to upskill and undertake further training. Good progression to 3rd line if required.
As a 2nd line Helpdesk Analyst, you will be responsible for providing high-quality technical support to our customers. You will play a key role in troubleshooting, resolving complex issues, and ensuring customer satisfaction. Your expertise in 2nd line support will be crucial in handling escalated issues and providing guidance to junior team members.
To be successful in this role, you should have experience in working with different technologies, including MS Server, Desktop, Active Directory, and Networking. A can-do attitude, strong customer service skills, and excellent technical and communication skills are essential.
Key Duties:- Incident Management: Efficiently diagnose and resolve complex technical issues escalated from 1st line support, involving network, hardware, and software problems.
- Customer Service: Deliver exceptional customer service, ensuring timely and effective resolution of IT issues.
- Technical Guidance: Provide mentorship and guidance to junior helpdesk staff, assisting in their technical development.
- Documentation: Maintain detailed records of IT issues and resolutions in the helpdesk system.
- Continuous Improvement: Contribute to the continual improvement of helpdesk processes and procedures.
- Collaboration: Work closely with other IT teams to ensure cohesive support and issue resolution.
- Project Involvement: Participate in IT projects as required, providing technical insight and support.
- 3-5 years IT Support experience with strong focus on 2nd line.
- Proven track record in troubleshooting and resolving complex technical issues.
- Ability to mentor and guide junior staff.
- Microsoft Windows (all versions).
- Active Directory (both on premises and Azure).
- Windows Server Environment.
- Hyper-V virtualisation environments.
- Microsoft 365 administration/deployment.
- Azure AD Connect.
- Various backup applications.
- Networking (VLAN, routing, switching, TCP/IP, and OSI).
- Router maintenance.
- VPN Administration and Deployment.
- DNS administration.
- Antivirus and malware protection.
Our client values diversity and operates a fair recruitment process free of discrimination. Due to the nature of this role, candidates will be expected to pass security clearance.
2nd Line Support Desk Analyst employer: Constant Recruitment Ltd
Contact Detail:
Constant Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as MS Server, Active Directory, and networking concepts. Having hands-on experience or relevant certifications can really set you apart during the interview.
✨Tip Number 2
Prepare to discuss your previous experiences in troubleshooting complex technical issues. Be ready to share specific examples of how you've resolved problems and the impact it had on customer satisfaction.
✨Tip Number 3
Showcase your customer service skills by preparing to discuss how you handle difficult situations with clients. Highlight any instances where you went above and beyond to ensure a positive outcome.
✨Tip Number 4
Demonstrate your ability to mentor and guide junior staff by sharing experiences where you've helped others develop their skills. This will show that you're not only technically proficient but also a team player.
We think you need these skills to ace 2nd Line Support Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd line support, particularly with technologies mentioned in the job description like MS Server, Active Directory, and Networking. Use specific examples to demonstrate your troubleshooting skills.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with their needs, especially your ability to mentor junior staff and your commitment to customer service.
Showcase Technical Skills: Clearly list your technical skills relevant to the position, such as experience with Microsoft 365, Hyper-V, and VPN administration. This will help the hiring team see that you have the necessary expertise.
Highlight Soft Skills: Don't forget to mention your soft skills, such as communication and teamwork. These are crucial for a role that involves customer interaction and collaboration with other IT teams.
How to prepare for a job interview at Constant Recruitment Ltd
✨Showcase Your Technical Skills
Be prepared to discuss your experience with technologies like MS Server, Active Directory, and networking. Highlight specific examples of complex issues you've resolved in the past, as this will demonstrate your capability for the 2nd line support role.
✨Emphasise Customer Service
Since customer satisfaction is key, share instances where you provided exceptional service. Discuss how you handled difficult situations and ensured timely resolutions, showcasing your strong communication skills.
✨Demonstrate Mentorship Experience
If you have experience guiding junior staff, make sure to mention it. Talk about how you've contributed to their development and the impact it had on the team’s performance, as this aligns with the role's responsibilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through your thought process when diagnosing and resolving technical issues, as this will illustrate your analytical skills and approach to incident management.
