Second Line IT Support Analyst – Onsite & Escalations

Xerox; West of England; On-site; GBP 32,000 - 52,000; Full time

Job summary

Xerox Holdings Corporation is seeking a Technical Analyst to provide high-quality IT support to our clients from an on-site location in the UK. You will respond to incidents in person, by phone or email, and access relevant support tools and information to guide users.

The role requires strong knowledge of IT infrastructure, desktop/server support, and excellent communication. You will mentor junior team members and work with 2nd line resources to resolve issues within established SLAs.

Qualifications

• Good understanding of IT infrastructure.
• Experience with desktop, server, printers and storage hardware.
• Knowledge of network devices and roles.
• Ability to plan and adapt to changing tasks.
• Open to feedback and self-development.
• Team worker with can-do attitude.
• Strong verbal and written communication skills.
• Excellent customer-facing communication and presentation skills.
• Strong analytical and troubleshooting skills.
• At least two years’ customer-facing IT support experience.

Responsibilities

• Diagnose and resolve level 2 incidents and meet SLA targets.
• Provide onsite and remote desktop and server support.
• Build rapport with clients to develop positive relationships.
• Promote development of the service desk team and company success.
• Manage, update and close tickets in the queue.
• Coordinate with suppliers or resolution groups for incidents.
• Support the Service Desk during busy periods to maintain KPIs.
• Identify areas for improvement with the Service Desk Manager and SDM.
• Develop run books and knowledge base information.
• Work with 2nd line resources to resolve problems.

Skills

IT infrastructure

Desktop support

Server support

Networking

Customer facing

Team player

Communication skills

Analytical troubleshooting

Education

MCSA/MCSE

ITIL foundation

IT-related degree

Tools

Microsoft Office 365

Windows client

Windows Server

Active Directory

DNS

DHCP

Mitel Telephony

VMware ESXi

Veeam

Sonicwall

HP hardware

Remote Desktop

Exchange Online

Job description

Xerox Holdings Corporation is seeking a Technical Analyst to provide high-quality IT support to our clients from an on-site location in the UK. You will respond to incidents in person, by phone or email, and access relevant support tools and information to guide users.

The role requires strong knowledge of IT infrastructure, desktop/server support, and excellent communication. You will mentor junior team members and work with 2nd line resources to resolve issues within established SLAs.