Job Description

Overview

Wincanton is recruiting for a Level 2 Service Desk Analyst to join the team in our Chippenham Head Office for a 12 month FTC.


The Level 2 Service Desk Analyst is a function within the Service Desk providing 2nd level support including Event Management, Application and Infrastructure Support as well as providing a single first point of contact to all users. As such the successful candidate will have a broad range of technical skills and a proactive attitude willing to make this role their own, as well as a strong customer service mindset and 'can do' attitude.


Service Desk Hours of work Mon-Fri 07:00-19:00 based in our Chippenham Head Office


The 2nd line team primarily work 08:30 - 17:00 out of Chippenham Head Office but may occasionally be required to work additional hours depending on business requirements. Some occasional travel may also be required for site visits or tech bars.

How will you contribute?

Responsible for providing 2nd level support for operational services in line with the Service Level Agreements Responsible for SOX compliance reporting and auditing Responsible for maintenance/housekeeping of Wincanton user and asset estate Following and enhancing ITIL processes (Event, Problem, Knowledge, Change and Incident) Provide a single point of contact for all customers and users of Wincanton IT Take ownership of the Incidents raised by the L1 Service Desk team and see through to resolution Perform trouble shooting and Incident resolution according to Standard Operating Procedures (SOPs) Liaise with the various Infrastructure, Networks, Application Support Teams and Business teams as well as 3rd Party suppliers to ensure Incidents are resolved within SLA Event Management of Infrastructure, Network and live operational Services Security Patching of the Desktop and Server estate Software delivery and packaging via SCCM Transitioning of Application support tasks from the Application Support teams into the Service Desk team Application support of live services including Warehouse, Transport and Fulfilment Apps Communicate customer updates in a positive and professional manner Training and assisting L1 Analysts providing support and assistance as required, assisting leading the team and improving first time fix and customer satisfaction Maintain Incident and Service Request tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution

What will you bring?

Proven track record working in a Service Desk and 2nd Line role with a minimum of 3 years in IT Service Desk / 2nd line positions Proactive individual able to work in a fast-paced and constantly changing environment, self-starter with an eagerness to learn and take on responsibilities Customer focussed attitude with positive approach to problem solving and diagnostic skills Team player; works with, supports, leads and mentors the rest of the team as required Good knowledge of service management toolsets and best practice Proven experience & understanding of IT infrastructure, Desktop and Networks ITIL Foundation or evidence of working within the ITIL framework Span of technical knowledge including
+ Strong Office 365 administration using poweshell and other common tools
+ Microsoft SCCM software packaging and delivery to Workstation and Server
+ Monitoring toolsets e.g. Solar Winds or NagiosXI
+ Active Directory
+ All Microsoft operating systems from Windows 7 - Server 2022
+ Understanding of VMWare
+ Citrix administrationBasic SQL Administration


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What do we offer?

Our Culture & Benefits

In addition to generous remuneration, we really value our people and offer a friendly, safety-first working environment, along with other benefits including company pension scheme, generous holidays, cycle to work scheme, employee benefits include, online discount platform, onsite parking and much more.


Our people are at the core of our business and what makes Wincanton great. That's why we also provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling, in a dynamic working environment.


Be a part of our values; We're Thoughtful, We're Aiming High and We're Prepared.

Our Commitment

We are committed to providing equality of opportunity for all employees. We strive for an environment where all colleagues feel included, supported and valued, whilst feeling they can be their whole selves within our workplaces. We are proud that our colleagues represent us and our successes and we welcome your application.


Find out more: Wincanton champions a diverse workforce