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This job advert has expired and applications have closed.
IT Service Desk Analyst - 2nd Line
| Posting date: | 11 February 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £31,734 |
| Hours: | Full time |
| Closing date: | 13 March 2025 |
| Location: | Liverpool, L1 6RA |
| Company: | Torus Group |
| Job type: | Permanent |
| Job reference: | 197 |
Summary
Job Advert
Torus is seeking a skilled and customer-focused IT Service Desk Analyst - 2nd Line to provide technical support and resolve
escalated incidents.
This is a great opportunity to enhance your technical skills in a supportive and collaborative environment while making a real
impact on customer experience.
Working pattern is rota-based between Monday - Friday: 0800-1600, 0900-1700 and 1000-1800.
The role will be based at the Liverpool office but will require travel to the Warrington and St Helens sites.
Responsibilities:
* Provide 2nd line support for escalated tickets that 1st line support colleagues cannot resolve.
* Act as a first line Subject Matter Expert for your designated technology area.
* Effectively own and manage support tickets to resolution ensuring all support tickets are logged and updated within the IT
Service Management Software (ITSM).
* Adhere to ITIL principles including, incident, problem, and change management.
* Effectively troubleshoot IT issues relating to hardware, applications and basic networking issues.
* Escalate unresolved issues to 3rd line support teams.
* Ensure the IT assets are kept up to date in the Configuration Management Database (CMDB)
* Support with the development/training of first line IT colleagues.
Skills & Experience:
* Degree level education or equivalent relevant IT support experience
* Experience of technologies outlined in the attached Job Description
* Experience providing IT support to end users
* Incident Management experience
Interview Process:
* Candidates will undergo in-person interviews consisting of competency-based questions.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* DBS check (if required for role)
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Torus is seeking a skilled and customer-focused IT Service Desk Analyst - 2nd Line to provide technical support and resolve
escalated incidents.
This is a great opportunity to enhance your technical skills in a supportive and collaborative environment while making a real
impact on customer experience.
Working pattern is rota-based between Monday - Friday: 0800-1600, 0900-1700 and 1000-1800.
The role will be based at the Liverpool office but will require travel to the Warrington and St Helens sites.
Responsibilities:
* Provide 2nd line support for escalated tickets that 1st line support colleagues cannot resolve.
* Act as a first line Subject Matter Expert for your designated technology area.
* Effectively own and manage support tickets to resolution ensuring all support tickets are logged and updated within the IT
Service Management Software (ITSM).
* Adhere to ITIL principles including, incident, problem, and change management.
* Effectively troubleshoot IT issues relating to hardware, applications and basic networking issues.
* Escalate unresolved issues to 3rd line support teams.
* Ensure the IT assets are kept up to date in the Configuration Management Database (CMDB)
* Support with the development/training of first line IT colleagues.
Skills & Experience:
* Degree level education or equivalent relevant IT support experience
* Experience of technologies outlined in the attached Job Description
* Experience providing IT support to end users
* Incident Management experience
Interview Process:
* Candidates will undergo in-person interviews consisting of competency-based questions.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* DBS check (if required for role)
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.