Job Description

The IT Support Analyst role focuses on delivering exceptional 1st and 2nd line technical support to end-users within the professional services industry. This temporary position will see you working closely with the technology department to resolve technical issues efficiently and maintain smooth operations.
1st Line Support

• Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
• Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
• Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
• Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
• Visiting other offices to deliver IT projects or resolve specific IT issues, as required
• Communicating effectively with the Service Desk Team Leader and other colleagues
• Providing cover for employee absence

2nd Line Support

• Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
• Contributing to the Change Management and Problem Management processes
• Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
• Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs

IT Support Analyst( (1st & 2nd line ) . Birmingham City Centre. Immediate StartInside IR35 (DOE) Experience with SCCM essential .Office based Role
The successful candidate will have:
IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)
Minimum 3 years' experience in a similar role
Knowledge and experience of Microsoft operating systems, Active Directory and O365
Experience of working in an ITIL environment
Basic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCM
Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
Excellent customer service and client-facing skills
Excellent communication skills - both written and verbal
Proven analytical and problem-solving abilities
Ability to work in a high-pressure environment
A self-motivated and proactive attitude
Experience of working in a team-oriented, collaborative environment
This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.

• Daily Rate inside IR35 ( 100 -180 DOE)
• Office based role ( 5 days a week) Birmingham City Centre
• 3 month contract
• Immediate Start!

Skills Required