2nd Line Support Analyst

We have an exciting opportunity for an established business based in Bromley, Kent.They are looking for an experienced 2nd line support analyst with 3 years+ experience to join the established support team.Must have a proven hands on experience in rolling out Intune, supporting issues on Office 365, Azure, Android and IOS devices, laptops and desktops. You will be supporting Internal and external users across Bromley and surrounding areas.
- Full clean driving license
- Excellent communication skills and deskside manner.

2nd Line Support Analyst Core Duties:

Reporting directly to the Support Desk Manager, responsible for delivering a VIP level of service for each employee and aiming to resolve issues without the need to escalate

Incident - Following incident management processes and procedures in the lifecycle of an incident executing strong analytical skills couple with systematic checks to rapidly identify and resolve incidents to minimise impact to our employees
Problem Management - Assist in the identification, information gathering and utilisation of root cause analyses techniques for problem tickets
Request - Fulfilling request tickets that have either been assigned directly to you, received directly from a user interaction or picked up from the unassigned queue. Providing a first-class service completing requests to high standard, within SLA times, updating the ticket and keeping the customer informed
Project Work - Taking full ownership for project tasks assigned to you. Keeping both your line manager and project manager regularly updated on progress and any scheduled commitments to tasks that may impact project tasks, requests and/or incidents. Delivery of agreed tasks within time and scope
Bromley, England, UK