2nd Line Service Desk Analyst

We are currently looking for a skilled Level 2 Helpdesk Technician to join a dynamic and growing IT services organisation. This is an excellent opportunity to work in a fast-paced environment supporting a diverse client base across multiple platforms and technologies.

The Role:

As a Level 2 Helpdesk Technician, you will provide remote and on-site technical support to end users. You will troubleshoot, diagnose, and resolve a wide range of IT issues, escalating more complex problems when necessary. Your focus will be on delivering excellent customer service while ensuring systems run efficiently and reliably.

Key Responsibilities:

• Provide remote support via phone, email, chat, or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, networking, printers, scanners, and other devices.
• Visit client sites as needed for installations, maintenance, or repairs.
• Escalate complex issues to senior technicians or external vendors.
• Maintain accurate records of tickets, incidents, and client interactions.
• Support internal systems and perform routine upkeep.
• Stay up to date with emerging technologies and best practices.
• Deliver high-quality customer service through professional communication and problem-solving.

Daily Activities Include:

• Responding to incoming support requests and resolving technical issues promptly.
• Guiding users through step-by-step solutions.
• Installing and configuring devices, software, and accounts for new users.
• Performing internal system administration tasks.
• Collaborating with other technicians, vendors, and stakeholders to resolve escalated issues.
• Documenting solutions and following up with clients to ensure satisfaction.

Requirements:

• Proven experience in a busy IT helpdesk environment, handling tickets effectively.
• Experience setting up devices and accounts, including mobile devices and email configuration.
• Proficiency with Active Directory, shared folders, and domain structures.
• Strong troubleshooting skills across PCs, mobile devices, hardware, and telephony systems.
• Familiarity with diagnostic tools like Command Prompt and Event Viewer.
• Proficient in Office 365 administration, document management, and internal communications.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Basic knowledge of cloud platforms such as Azure and AWS.
• Experience working across Windows, macOS, and Linux environments.
• Ability to handle advanced troubleshooting and collaborate with senior support teams.

This is a hands-on role in a supportive, collaborative environment, offering opportunities to grow your technical skills while helping clients succeed.