Informatiq Consulting Limited

Informatiq comes to London

We're excited to announce the launch of our London office.

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2nd Line Technical Support

2nd Line Technical Support




Carey-Ann Gee

01923 224481

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2nd Line Technical Support Analyst

The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests. Their role is to both provide second line support for the Business, and supervise the local Information Systems resources.

You will be required to resolve support requests as well as meeting customer satisfaction and continuous service delivery demands. This role will involve providing direct support to senior executives (VIP Support).

Key Deliverables/Responsibilities

• Supervision of local IT resources
• Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• General troubleshooting of the Company's desktop computing environment based on incidents service requests logged via the Global Service Desk.
• VIP Support to senior business staff
• Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
• Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
• Own, monitor and maintain equipment rooms to comply with Group IS and Health & Safety standards - mitigate risks arising from audits, fire, safety or other risk assessments
• Support the set-up of new offices, sites or projects across the local region
• Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
• Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
• Act as an escalation point for 2nd Line support issues
• Provide technical support to video conference facilities and general maintenance of conference rooms
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
• Daily analysis of reports indicating tickets outside of SLA with local team
• Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
• Manage and review processes defined in the IS Business Management System
• Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
• Provide cover for the local Desk Side and Technology Support Manager as and when required
• Conduct training programs designed to educate customers about basic and specialized applications
• Provide Support for less experienced members of the team


• Demonstrable experience of IT Service Management principles and processes
• High level of proficiency and knowledge of working in a Corporate IT environment
• Solid understanding of hardware and software asset management processes
• Experience of working to (and exceeding) Service Level Agreements
• Broad technical understanding of IS services being supported
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills
• Working knowledge of database/excel structures/tables/configurations
• Proven experience of data analysis and good numeracy, analytical and reporting skills
• A valid driving licence is essential as travel will be required offices
• Service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreements.
• Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
• Direct customer liaison and be able to communicate at all levels within the company
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution


• Qualifications: Certification from Microsoft
• ITIL V3 Qualification
• Working knowledge of Service Now

This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.

Please apply to Carey Gee

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