2nd Line Helpdesk Analyst - Leighton Buzzard, United Kingdom - Connells Group HQ

Connells Group HQ
Connells Group HQ
Verified Company
Leighton Buzzard, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

2^nd (Second) Line Helpdesk Analyst

Salary:
£20k to £23k

Working hours: 37.5 hours

Connellsare part of The Connells Group, one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 1200 branches nationwide, the Group combines residential salesand lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.
We are currently recruiting for a
2^nd Line Helpdesk Analyst to join our IT team at Head Office.


The Job:


  • Support the 1^st Line Helpdesk Analysts with resolution of more advanced/complex incidents
  • Resolve an equal percentage of all incidents assigned to 2^nd Line or within agreed variances
  • Ensure high levels of call management and communication to all parties throughout the lifecycle of the incident
  • Support project work
  • Provide appropriate resolutions or escalations within published Service Levels
  • Full understanding of major incident, escalation and support processes
  • Assist with the development of IT support knowledge base
  • Act as an overflow for incoming calls at times of high call volumes
  • Completion of daily IT service checks and tasks

About you:


  • Excellent knowledge of incident and problem management solutions
  • Detailed knowledge of Microsoft core desktop products (2007 and higher)
  • Detailed knowledge of backup and antivirus solutions
  • Experience in a IT customer service environment
  • Knowledge and experience of working with current IT Systems
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