1st/2nd line Support Analyst – Leeds – GLOBAL FIRM – TIP

August 12, 2018
Leeds, United Kingdom
Job Type


1st/2nd line Support Analyst – Leeds



The Job

Opportunity to join the fast paced and challenging IT department of an exciting and expanding Leeds based company as an IT Support Engineer


Reporting to the Service Delivery Manager as part of a highly motivated and dedicated IT support team you will be responsible for supporting a technically savvy user base of up to 500 staff in Leeds, London, Dusseldorf, Copenhagen, Beijing, Tokyo, San Francisco and New York.


Working from a busy service desk the 1st/2nd line Support Analyst will be part of the team that picks up and responds to logged calls. As a 1st/2nd line Support Analyst you will be responsible for providing systems and technical support to internal personnel. The analyst provides advice and guidance on all incoming queries/incidents and ensures these are logged and progressed in accordance with department guidance and procedures.


As part of your role you will be expected to be flexible towards your working hours, including on-call, evenings, weekends and possible travel to other offices.


As well as the technical skills required for this role the successful candidate will have good communication skills and a customer focused attitude towards desktop support. Excellent organizational skills and the ability to effectively prioritise tasks is a must.

Key Responsibilities:


  • Provide advice and guidance on all incoming queries and incidents
  • Provide high quality, professional and informed customer service
  • Resolve incoming incidents on the first call, wherever possible, or ensure they are accurately logged and assigned to the appropriate resolution team with minimum time delay.
  • Communicate effectively with the team on any IT related incidents
  • Contribute to team targets and business objectives

Skills – Essential:

  • Experience supporting a Windows XP & Windows 7
  • Active Directory
  • A full working knowledge of MS Office applications
  • Remote desktop support
  • Structures approach to problem solving and technical troubleshooting
  • Ability to work well under pressure and to targets
  • Excellent communication skills


Skills – Desirable:

  • Microsoft Exchange
  • Citrix.
  • Avaya
  • McAfee Endpoint Encryption
  • Blackberry mobile devices
  • Awareness of ITIL disciplines




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