2nd Line IT Support Analyst

The 2nd Line Support Analyst will provide second line technical support to our clients for incidents that have been escalated by 1st line support. These incidents maybe worked upon remotely or on-site. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests from end users via telephone and email.


  • Receiving, logging and managing calls from clients via telephone and email
  • 2nd line support for tickets triaged by 1st line support– troubleshooting of IT related problems from applications to hardware, such as Laptops, PCs, and Printers
  • Installation of IT equipment, such as workstations, printers, etc onsite
  • Carry out on-site maintenance on faulty equipment or software
  • Upgrading existing hardware, software and networks
  • Troubleshoot basic network issues such as ADSL broadband issues
  • Log all calls in the Service Desk Ticketing System
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • To arrange for external application technical support where problems cannot be resolved

Skills Required

  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • 3 years previous IT Service Desk and/or Call Centre experience required
  • Incident Management experience – Managing incidents including business expectations and Communication
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems
  • Strong knowledge of Microsoft Office 365 and other cloud technologies would be of benefit
  • Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Willing to adapt and learn new skills
  • Ability to work on own initiative
  • Must have a full UK driving license

Salary: D.O.E
Closing Date: Wednesday 31st July 2019

To apply please send a CV and covering letter to James Spinks, Sales Director via e-mail: j.spinks@grapevine.uk.com

Agencies by prior arrangement only.