Senior 2nd Line Support Analyst - MAC /SCCM

London (North)
£28000.00 - £35000.00 per annum
12 Oct 2016
20 Oct 2016
Contract Type
Senior 2nd Line Support Analyst My client, an online Retail organisation based in north London is currently looking for a Senior 2nd Line Support Analyst to join them on a permanent basis. The salary for this role is up to £35,000. My client is looking to move quickly for the right candidate. As our Senior 2nd Line Support Analyst in our Service Support team you will be responsible for the leading the technical support provided to our internal users, with particular focus on desk side hardware, including Windows Desktops and Laptops, Mac Desktops and laptops, tablets, printers, projectors and telephony (mobile and VOIP). With over 2000 users across multiple sites, this is a key role in the support of our employees as they deliver excellent customer service and products within our online retail business. What you'll be doing: Ensure system performance targets are achieved or surpassed, this includes incident, service request SLA's and maintaining or improving identified system, service KPI's. Enhance the reputation of Service Delivery by being credible, precise, keeping your promises and through great stakeholder management. Work with internal business customers and IT departments to implement IT solutions according to the defined timescales agreed within project plans. Create and keep update documentation and processes for system implementations. Provide clear and concise instructions that can be used by the service desk. On a weekly basis provide a checkpoint report to line manager - outlining progress made on calls and issues. Manage the call queue and ensure all calls a kept up to date and the business users are aware of the status if their call. Make recommendations on how service levels and infrastructure working practices may be improved to enhance productivity or reduce downtime. Provide technical assistance to business users by use of technical manuals and one-to-one training, when new systems software has been implemented or updated. Work with the relevant teams across the business to resolve user calls and problems. Respond and Resolve tickets within the service level agreement by implementing a technical solution. Continually improve all aspects of the operation. On call as part of a rota when required Who we'd like: We are looking for a knowledgeable Senior service individual who isn't afraid to take initiative and lead from the front at displaying excellent customer service In depth knowledge of: Experience supporting a mixed Wintel and Mac environment Microsoft Operating System (Windows 7) Microsoft Office Suite (2010/2013) Mac Operating System (10.9) Troubleshooting / diagnosing issues (hardware and software) Good working knowledge of the following: Microsoft Server 2008/2012 including: Active Directory, File server, DHCP, DNS Microsoft Office 365 SCCM 2012 R2 Data Networking: LAN, VLAN, WLAN, VPN, WAN Apple Profile Manager Why work here: Generous Salary, bonus and pension matching Great development programs 25 days holiday 1 day for your birthday Subsidised gym and canteen Huge staff discount and regular sample sales Life Insurance, medical care, cycle to work And plenty more… If this role sounds like something you'd be interested in then please do not hesitate to apply for immediate consideration. If you'd like to find out more then email me on or ring me on 0207 220 6376. This job was originally posted as