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We’re looking for an experienced 2nd Line Service Desk Analyst to join our clients team in Manchester. In this role, you will provide technical support, troubleshoot complex IT issues, and act as a key escalation point for the service desk.
Key Responsibilities:
* Act as a point of escalation for advanced technical issues.
* Support and mentor 1st Line Analysts with troubleshooting and customer service.
* Investigate and resolve complex IT problems, including using basic SQL queries.
* Gather client information, diagnose issues, and escalate to 3rd line support when necessary.
* Maintain and update CRM (Salesforce) with accurate case logs.
* Provide one-on-one training to clients and ensure SLA adherence.
* Arrange and participate in Microsoft Teams meetings with clients for support queries.
What We’re Looking For:
* Strong IT knowledge, including software, hardware, and basic SQL.
* Experience in 2nd line IT support with CRM and task management tools.
* Excellent problem-solving, communication, and organizational skills.
Join us and take the next step in your IT support career!
INDMANJ
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