2nd line support, 2nd line, Application Support, Network support
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2nd line support Analyst

  • Job reference: AQIT574
  • Location: High Wycombe, Buckinghamshire
  • Job type: Temporary
  • Area of Expertise: Infrastructure, Support/Helpdesk, IT
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Job description: I am currently recruiting for a 2nd line support analyst to work in High Wycombe.

This is an initial 3 month role.

The 2nd Line Analyst shares responsibility for the successful day-to-day operation of the Service Desk's 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements. Reporting to the Primary 2nd Line Analyst, the role shares responsibility for all activities relevant to 2nd line incident resolution, request fulfilment, field services, desk side support and end-user computing.

A key dimension of the role will be the appropriate scheduling and prioritisation of work to ensure consistent standards of service nationwide and an adherence to service agreements.


- To contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications and hardware, audio-visual equipment, desktop operating systems, mobile devices and printers.
- To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation and/or resolution.
- To reduce the impact of service affecting incidents and problems, ensuring an appropriate and timely response to all reported issues
- To ensure the accurate recording of service requests and incidents and to attribute the correct categorisation and notation to ensure timely and relevant reporting
- To provide desk-side and remote assistance, as relevant to the task


At least two years' experience:
- Providing Service Desk operations in a multi-site, nationwide service environment
- Delivering quality services in compliance with service agreements and performance targets
- Practiced in EUC management including image preparation and deployment, application packaging and delivery and audit reporting and control
- Ability to work under pressure and deal with several problems simultaneously.
- Demonstrable understanding of the ITIL Service Management framework and appreciation of the complimentary quality standard ISO/IEC 20000
- Demonstrable experience of working in a SOX compliant and ISO/IEC 20000 accredited organisation or function


- Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk