2nd Line Support Analyst

About the role

Our IT colleagues are vital to the smooth running and maintenance of the systems that enable The Guinness Partnership to successfully deliver services to our customers and to empower our colleagues to work smarter and more effectively.?We have a new opportunity for a 2nd Line Support Analyst to join our IT team. This is a full time, 35 hours per week, permanent role based at our Oldham, Bower House office. The team are currently working to a hybrid working style alternating 1 week in the office, 1 week from home. 

The overall purpose of the role is to support and maintain end-user computing devices and deliver 2nd line technical support for all incidents and requests across Guinness.

What we’re looking for

We know that how we do things is just as important as what we do, so you’ll not only be highly self-motivated with the rigour to pursue goals, but you’ll also be a confident collaborator, networker and relationship builder with a willingness to go the extra mile to get the job done. 

You’ll be able to demonstrate

Essential:

• Proven knowledge in the latest Microsoft End User Computing technologies (e.g. Windows, Mobile, Desktop, Laptop, Thin Client, Tablets and MS Office).
• Excellent prioritisation skills.
• Experience operating within an ITIL environment.
• Good knowledge of IT services delivered within a corporate environment.
• Knowledge of Incident, Problem, & Event Management.
• Able to maintain good supplier relationships.
• Excellent oral and written communications.
• Excellent knowledge of Microsoft Office.
• Demonstrates the Guinness Behaviours.

Desirable:

• Profile Management (AppSense) knowledge. 
• Mobile Device Management (VMware AirWatch) knowledge.
• Knowledge of Social Housing and Social Care.
• Project Management experience.

Qualifications

Essential:

• Educated to Level 2 (C+ or Grade 9 to 4 GCSE or equivalent) or higher.

Desirable:

• CITRIX certifications (CCA-V).
• Microsoft accreditations (MCSE) or equivalent.
• ITIL Foundation Certificate.

If you’re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.

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