Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Join a dynamic team providing second line IT support and resolving technical issues.
- Company: GCS is a leading employment business focused on connecting talent with opportunities.
- Benefits: Enjoy a hybrid work model, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values innovation and continuous improvement in IT services.
- Qualifications: Experience in IT support, strong tech knowledge, and excellent communication skills are essential.
- Other info: This role offers a chance to mentor junior staff and enhance your technical capabilities.
The predicted salary is between 36000 - 60000 £ per year.
Role: IT Service Support
Type: Contract
Nature: Hybrid
Location: London, UK
Overview of the Role:
- Work in a team of Second Line Support Analysts, delivering Second Line and Desktop Support services to the business.
- Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with standard processes, and within agreed Service Levels.
- Assist with the organisation and delivery of remote support visits, attending remote sites, or liaising with external support providers when required.
- Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment such as laptops, tablets, smartphones etc, in accordance with relevant Asset Management processes.
- Ensure all activities within the Second Line function are conducted within the scope of relevant defined processes, such as Incident, Problem, Change, Knowledge, Request Fulfilment etc.
- Participate in the Incident Management Triage process, assisting with the timely and efficient processing of Incidents across the IT Department.
- Participate in technical processes relating to the Windows Image build and deployment.
- Assist with the development and delivery of ITIL Service Management processes (e.g. Problem or Knowledge Management) when required.
- Work with the IT Second Line Team Lead to continuously develop and improve working practices, processes and standards within the Second Line team.
- Support, mentor and develop First Line staff, improving skill sets and raising the technical capabilities of the team.
- Proactively identify risks, and ensure that they are effectively managed such that all IT related Second Line activities operate within a suitable internal controls environment.
Requirements:
- Significant experience working in a support role within a busy IT Technical Support environment.
- Significant experience of diagnosis and rectification of faults.
- Strong knowledge of and experience with hardware, software and mobile technologies.
- Experience with a range of technologies, including Active Directory, GPO, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, Networking (LAN, wifi, VPN) etc.
- Demonstrable experience using service management toolsets.
- Demonstrable experience liaising with both internal and external suppliers and contractors.
- Capacity to keep abreast of and to adapt to new technology and tools both for internal IT use and to identify potential applications within the business.
- The ability to work under pressure whilst maintaining a strong customer service ethic.
- Excellent communication skills, both written and oral, and the ability to produce clear and concise work instructions and support documentation.
IT Service Support Analyst(2nd level) employer: GCS Ltd
Contact Detail:
GCS Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Analyst(2nd level)
✨Tip Number 1
Familiarise yourself with ITIL Service Management processes, as this role heavily involves them. Understanding how Incident, Problem, and Change Management work will give you a significant edge during interviews.
✨Tip Number 2
Brush up on your technical skills related to the specific technologies mentioned in the job description, such as Active Directory and Citrix. Being able to discuss your hands-on experience with these tools can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully resolved incidents or supported users in previous roles. Having concrete stories ready will demonstrate your problem-solving abilities and customer service skills.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach during the interview process.
We think you need these skills to ace IT Service Support Analyst(2nd level)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles, particularly focusing on your second line support skills. Include specific technologies you've worked with, such as Active Directory and Citrix, to align with the job requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and how your background fits the company's needs. Mention your experience with service management toolsets and your ability to work under pressure while maintaining excellent customer service.
Highlight Relevant Skills: In your application, emphasise your technical skills and experience with hardware, software, and mobile technologies. Be sure to mention any experience you have with mentoring or supporting first line staff, as this is a key aspect of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and concise communication is crucial for this role, so ensure your application reflects that standard.
How to prepare for a job interview at GCS Ltd
✨Showcase Your Technical Skills
Be prepared to discuss your experience with specific technologies mentioned in the job description, such as Active Directory, Citrix, and networking. Highlight any relevant projects or situations where you successfully diagnosed and resolved technical issues.
✨Demonstrate Your Customer Service Ethic
Since this role involves significant interaction with users, be ready to share examples of how you've provided excellent customer service in past positions. Emphasise your ability to remain calm under pressure and effectively communicate solutions.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL Service Management processes is crucial for this role. Brush up on key concepts like Incident Management and Problem Management, and be prepared to discuss how you've applied these principles in your previous roles.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready shows your interest in the role and the company. Ask about the team dynamics, ongoing projects, or how they measure success in the Second Line Support function. This will also help you gauge if the company is the right fit for you.
