Peabody has an exciting opportunity for a Desktop Support Analyst - 2nd Line to join the team in Tower Bridge. You will join us on a full time, permanent basis in return for a competitive salary of £33,220 per annum.

The Desktop Support Analyst - 2nd Line role:

You will be required to provide effective and solution focussed 2nd line IT service across the business and will be working closely with the IT Service Delivery Manager and the IT teams to resolve complex IT queries and excellent service.

Responsibilities of our Desktop Support Analyst - 2nd Line include:

- Provide effective and a solution focussed 2nd line IT service across all aspects of the business.

- Work closely with the IT Service Delivery Manager all IT teams in resolving complex IT queries and the delivery of excellent service.

- Diagnose and resolve software and hardware incidents and across a range of software applications.

- Take full ownership of issues by carrying out root cause analysis to implement permanent fixes; escalating incidents and problems to other support teams where necessary.

- Create, maintain and publish relevant support documentation in enabling users to become more self-sufficient.

- Facilitate Problem management by proactively identifying recurring incidents and trends, finding permanent solutions to reduce tickets to the Service Desk.

- Administer the Service Desk system, ensuring all tickets are entered into the system, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.

- Install, maintain and troubleshoot hardware and software faults, liaising with third party support where necessary. 

- Update, maintain and audit systems/records, with special emphasis on the IT Asset Register, to ensure that information/data is kept up to date and accurate and that KPI’s are met.

-Advise and support our customers in resolving their queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.

- Update and maintain systems/ records to ensure that information/data is kept up to date and accurate and that KPI’s are met.

What we’re looking for in our Desktop Support Analyst - 2nd Line:

- Excellent 2nd line Microsoft Desktop skills and troubleshooting

- A comprehensive understanding of the Microsoft Environments, Citrix, phones, networks, AD environments

- Excellent Customer Service Skills face to face and on phone

- A can-do attitude and with a proactive approach to work

- Extensive experience of working in a similar environment

- Self-motivated achiever and excellent communication skills

- Incident Management experience – Managing incidents including business expectations and communication skills

- Excellent time management skills with the ability to multi-task and achieve results in a high volume environment.

- Good communication and listening skills

- Excellent problem solving skills, patience and perseverance

- ITIL Foundation

- Relevant industry recognised certification CompTIA, Service Desk Institute Analyst etc.

Closing date: 23^rd October 2019

If you feel have the skills and experience to become our Desktop Support Analyst - 2nd Line please click ‘apply’ now to be directed to our careers page and complete your application. Please monitor your emails also during this time.

Peabody is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

NO AGENCY INTEREST