2nd Line Application Support Specialist

IT Talent Solutions; Guildford; On-site; GBP 27,000 - 34,000; Full time

Job summary

IT Talent Solutions is seeking a proactive 1st/2nd Line Support Analyst to join its IT team in Guildford. You will diagnose and resolve hardware, software and application issues, providing timely incident resolution and excellent user support.

You will work with internal teams and third-party vendors to support business-critical systems, perform user administration, deployments and testing, and help maintain SLAs.

Qualifications

• Experience in a 1st or 2nd Line Support role.
• Experience supporting business applications, ERP, CRM, finance or industry-specific systems.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows environments, Microsoft 365 and Active Directory.
• Familiarity with ticket management systems and ITIL-based processes.
• Excellent communication and customer service skills.
• A proactive approach and willingness to learn new technologies.

Responsibilities

• Provide 1st and 2nd line support for users via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and application-related issues.
• Support business applications, investigating errors, performance issues and user queries.
• Log, prioritise and manage incidents and service requests through to resolution.
• Perform user administration, access management and system configuration tasks.
• Assist with software deployments, upgrades and system testing.
• Deliver an excellent customer experience and ensure service level agreements are met.

Skills

1st/2nd line support

Customer-focused

Troubleshooting

Windows environments

Microsoft 365

Active Directory

ITIL processes

Tools

Ticketing systems

Active Directory

Microsoft 365

Job description

IT Talent Solutions is seeking a proactive 1st/2nd Line Support Analyst to join its IT team in Guildford. You will diagnose and resolve hardware, software and application issues, providing timely incident resolution and excellent user support.

You will work with internal teams and third-party vendors to support business-critical systems, perform user administration, deployments and testing, and help maintain SLAs.