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Date Added: Fri 07/06/2024

2Nd Line Service Desk Analyst

London, UK
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Company: REED

Job Type: Permanent, FullTime

Salary: £22.93 - £29.23 per hour, Inc benefits

London Fire Brigade, one of our largest public sector clients based in London are looking to recruit a 2nd line Service Desk Analyst to join their team on a 3-month contract (with possibilities of further extensions and opportunities for it to go permanent). The role is full time, Monday to Friday, 37 hours per week. Full time office based, there is no hybrid work arrangement available due to the nature of the role involving supporting office based front line staff at LFB. The office is based near London Bridge.

Pay rate: £22.93 per hour PAYE or £29.23 per hour Umbrella

Job Purpose:

The Service Desk Analyst will provide second line support via the service desk, dealing with a wide range of staff across the brigade. To diagnose, resolve problems and escalate incidents to third support where a fix is not possible.

Key responsibilities:

  • To provide second line technical support to users by phone, email and in person to determine the nature of any issues they encounter.
  • To accurately log and process support calls and escalate to the appropriate Team.
  • To ensure calls are acknowledged and fixed within agreed SLAs.
  • To assist third line support teams as and when required.
  • To assist with user and desktop account administration.
  • To keep users up to date on the progress of their call and escalate calls to second/third line as required.
  • To document processes and procedures for resolving incidents and fulfilling requests and adding them to the Team’s knowledge base.
  • To provide on-site advice and support in the use of computer equipment such as mobile phones and tablets.
  • To create review and update documentation to assist with the resolution of incidents and the fulfilment of requests.
  • To participate in local IT development groups and other meetings as requested.

Due to the nature of the role, applicants must have second line support experience to be able to carry out the role. If you have the required experience and skill set apply now for immediate consideration.

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