2nd Line Service Analyst

The 2nd Line Service Desk Analyst is responsible for providing advanced technical support to resolve complex issues that have been escalated from the 1st Line Support team.
This role involves troubleshooting, diagnosing, and resolving hardware, software, and network-related problems to ensure the smooth operation of IT systems and services. The 2nd Line Support Analyst acts as a critical link between the 1st Line Support team and the 3rd Line Support team, ensuring seamless escalation and resolution of issues. Additionally, this role requires close collaboration with Service Operations and wider IT teams to maintain and improve IT service delivery.

• Provide advanced technical support for hardware, software, and network issues, ensuring timely resolution of incidents and service requests.
• Take ownership of escalated incidents, perform thorough diagnostics, and implement effective solutions to minimise downtime and disruption.
• Identify recurring issues, conduct root cause analysis, and work with relevant teams to implement permanent fixes.
• Maintain accurate and detailed records of support activities, solutions, and best practices to enhance the knowledge base and improve future support processes.
• Work closely with the 1st Line Support team, IT specialists, and other departments to ensure seamless support and knowledge transfer.
• Provide excellent customer service by communicating effectively with users, managing expectations, and ensuring a high level of satisfaction.
• Stay updated with the latest technology trends, tools, and best practices to continuously improve support services and processes.

Join us at Greene King, the country’s leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British – the pub experience.

Desirable:

• Microsoft Certification
• ITIL Foundation (v3 or ITIL4)
• ServiceNow ticketing application.

• ITIL Expertise: Deep understanding of ITIL processes and best practices, Knowledge of Software Delivery Lifecycle and the role of support teams within that process, ideally a qualification in ITIL/ITSM v3 or above.
• Endpoint Proficiency: Strong knowledge of Windows, iOS, Android, and MacOS operating systems and security principles.
• Technical Expertise: Strong knowledge of IT systems, including operating systems, hardware, software, and networking.
• Problem-Solving: Excellent analytical and troubleshooting skills to diagnose and resolve complex technical issues.
• Communication: Strong verbal and written communication skills to interact effectively with users and team members.
• Customer Focus: A customer-centric approach with a commitment to delivering high-quality support and service.
• Teamwork: Ability to work collaboratively in a team environment and share knowledge with colleagues.
• Other Certifications: Relevant IT certifications (e.g. Microsoft Certified Professional) are desirable.

Experience:

• Proven experience in a technical support role, preferably in a 2nd Line Support capacity.
• User account administration in AD on-prem and Azure Active Directory
• Advanced Administration of Office365
• Strong understanding of the Windows11 desktop environment
• Experience with IT service management tools and practices.
• Familiarity with the ITIL framework and best practices.

Personal Attributes:

• Proactive and self-motivated with a strong sense of responsibility.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong attention to detail and a commitment to quality.