|Second Line Support Analyst|
|Permanent / Full Time|
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|2nd Line Technical Helpdesk Advisor – Outsourced IT Services Based in both our Swindon and Bristol Office.
Complete IT (CIT) is a fast-growing, premier UK provider of IT support services whose clients range from 10 to 250 users and use the best technologies. Our wide range of managed IT services includes bespoke project delivery and we have a growing reputation for the quality and passion of our service built around our clients, combining on-site visits and unlimited helpdesk support to deliver a very different customer experience.
As a 2nd Line Helpdesk Advisor, your major responsibility will be to log, manage and resolve client issues, establishing a priority rating with each caller and updating every call in the helpdesk system for each action. Attempting a first-time fix in all cases and/or following the escalation procedure if this isn’t successful, you’ll be expected to identify root causes, liaising closely with the Supervisor/Technical Consultant where appropriate. Key deliverables include next step agreement, call-backs and post-call closure to provide the highest levels of service. You will be required to split your time between our Swindon office and our Bristol office, dependant on work load and demand.
Other accountabilities of the 2nd Line Helpdesk Advisor include:
• Monthly client visits to develop relationships and acquire/share client knowledge
• Developing mutually supportive internal relationships
• Actively driving your personal development plan with your manager.
To apply for this 2nd Line role, you’ll need a proven track record in IT support, with at least 1 MCP certification. Strong on Microsoft Exchange/server administration, using server monitoring tools and able to resolve backup and Antivirus issues, you have first-class questioning and troubleshooting skills in:
• Hyper V troubleshooting
• 365 Administration
Along with your familiarity with Connectwise/helpdesk systems, excellent all-round communication skills and real customer focus, you’re a sound organiser and time-manager, quickly able to develop in-depth product knowledge. An owner/driver, able to take ownership of client relationships, as a 2nd Line Helpdesk Advisor you can also bring:
• Broad technical knowledge
• A genuine interest in technology
• That essential combination of independence and good team-working skills.
CIT is driven not only by our clients and our fantastic relationships with them, but also our amazing team. We are not just a successful business; we are a family. People matter to us – their opinions, their ideas, their development and most importantly their happiness is valued above all else, as they are the key to our success.
With this is mind we try to make sure that the benefits that we offer to our team reflect the high value that we place on them. We offer a flexible benefits scheme which offers private healthcare, life insurance, dental cover, critical illness cover and discounted gym membership. We also carry out bi-annual development reviews for all of our team members, giving them the opportunity to discuss their career and their training and development. Our team are the best in the business, so training is very important to us – we provide internal and external technical and soft skills training, and support our team by paying for them to take the exams that they need to gain valuable, industry recognised qualifications to develop their knowledge and expertise.
Please check out the privacy notice for candidates on our website - see link below: https://www.complete-it.co.uk/privacy-notice
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