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- Tasks: Provide 2nd line IT support and mentor junior analysts while resolving technical issues.
- Company: Join a dynamic and collaborative IT department at Gateley Plc.
- Benefits: Competitive salary, annual bonus, flexible working, and extensive learning opportunities.
- Why this job: Make a real impact by solving IT challenges and supporting your team.
- Qualifications: Experience in IT support, strong communication skills, and a proactive attitude.
- Other info: Diversity and inclusion are key values; we welcome applicants from all backgrounds.
The predicted salary is between 30000 - 42000 £ per year.
As a 2nd Line Support Analyst, you will be expected to have in depth knowledge of the software and technical platforms that make up Gateley IT services as well as how IT within Gateley is consumed by end users. As a result, you will be able to resolve the majority of incidents and requests that are raised to the Service Desk and will be a point of escalation for the 1st Line Team.
Responsibilities
- Technical escalation point
- Desk side and remote support
- Identify trends and potential problems and respond proactively
- Support and mentor 1st line analysts and apprentices
- Provide support at other Gateley sites where required
- Provide out of hours on-call support for the business
- Provide excellent customer service
- Comply with the company's policies and procedures
- Use, maintain and create knowledge documents in the Service Management platform
The above description is not an exhaustive list due to the nature of the role. Therefore, the job holder may be required from time to time to carry out other ad hoc tasks as requested.
Team
Gateley Plc has a dynamic and collaborative IT department. We are growing our team to 55 staff members in total across IT Service, Infrastructure, Architecture, Security, Change, Development, Innovation and Client Solutions. The IT Service Delivery team consists of 19 members across 6 sites, including Birmingham, Nottingham, London, Manchester, Leeds and Guildford. They provide deskside and remote support for IT queries, action tickets and ensure items are managed effectively whilst maintaining a high level of service. We continue to develop and evolve our proposition and are looking for individuals with a 'can do' mentality to join the team.
Person
In order to be successful in this role you will need to demonstrate the following attributes, aligned with the following Gateley team spirit elements:
- Ambitious for Success
- Willingness to learn and be invested in personal development objectives
- Room to Breathe
- Ability to mentor and support junior colleagues
- Forward Thinking
- Support continual improvement by identifying opportunities for improvement
- Trusted to Do
- Proactive attitude
- Strong personal organisation skills
- Fastidious attention to detail
- Ability to prioritise own workload
- Work well under pressure
- Ability to talk confidently about technical issues and their resolutions
- Working Together
- A service & customer focussed attitude
- Empathy with colleagues
- Excellent communication skills, empathy and diplomacy
- Ability to work individually, potentially remotely at times as well as part of a team
Technical Competencies
- Microsoft Windows & Windows Server environments
- Microsoft Active Directory
- Microsoft O365
- Networking, TCP/IP, DNS, DHCP, VPN
- Mobile Device Management tools
- Mobile device configuration
- Workstation/Laptop hardware
- Telephony
- Email Security (Mimecast)
- Printers/Copiers
- Data Rooms
- Understanding of security threats within IT
Benefits
With support, coaching and feedback from some of the most engaging colleagues around, our great development and progression opportunities will reward your commitment and loyalty. We offer a competitive remuneration package where you'll be rewarded for your individual performance with an opportunity to receive an annual bonus. In addition, we have a wide range of learning and development opportunities via our Learn platform to develop new skills and progress your career. Our My Flex comprehensive rewards package includes options covering annual leave (and the benefit of purchasing extra days), cycle to work, critical illness benefit, employee assistance programme, group personal pension, health care, season ticket loan and many more benefits (grade dependent). Finally, with Perks At Work/Home you can select a host of retail benefits that suit your needs alongside a Community Online Academy, free courses for all from fitness to coding to languages to hip hop dance.
Diversity, inclusion and well-being
Diversity, inclusion and well-being is an important part of Gateley's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies. We are proud to have been recognised by The Law Society as gold standard for our Diversity and Inclusion Charter and to be Stonewall Diversity Champions.
Additional Information
If you are successful in receiving an offer of a role with our company, a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.
IT Support Analyst- 2nd Line in Leeds employer: Gateley
Contact Detail:
Gateley Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst- 2nd Line in Leeds
✨Tip Number 1
Get to know the company! Research Gateley and its IT services. Understanding their culture and values will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for technical questions! Brush up on your knowledge of Microsoft Windows, Active Directory, and networking basics. Being able to confidently discuss these topics will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Gateley team!
We think you need these skills to ace IT Support Analyst- 2nd Line in Leeds
Some tips for your application 🫡
Know Your Stuff: Make sure you highlight your technical skills and experience in your application. We want to see that you’ve got a solid understanding of the software and platforms we use, so don’t hold back on showcasing your knowledge!
Show Your Customer Service Skills: As a 2nd Line Support Analyst, excellent customer service is key. In your application, share examples of how you've provided top-notch support in the past. We love to see candidates who can empathise with users and resolve issues effectively.
Be Proactive: We’re looking for someone who can identify trends and potential problems before they escalate. In your written application, mention any experiences where you’ve taken initiative to improve processes or solve issues proactively.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our dynamic team at Gateley!
How to prepare for a job interview at Gateley
✨Know Your Tech Inside Out
As a 2nd Line Support Analyst, you'll need to demonstrate your in-depth knowledge of Microsoft Windows, Active Directory, and O365. Brush up on these technologies and be ready to discuss how you've used them in past roles or projects.
✨Show Off Your Customer Service Skills
Since this role involves providing excellent customer service, think of examples where you've gone above and beyond for users. Be prepared to share how you handle difficult situations with empathy and diplomacy.
✨Be Proactive and Forward-Thinking
The company values a proactive attitude, so come prepared with ideas on how to identify trends and improve processes. Think about any past experiences where you’ve implemented changes that led to better outcomes.
✨Practice Your Communication Skills
You'll need to communicate technical issues clearly, so practice explaining complex concepts in simple terms. Consider doing mock interviews with friends or family to refine your delivery and ensure you sound confident.