2nd Line Helpdesk Analyst

• Supporting the 1st Line Analysts with resolution of more advanced incidents
• Ensure initial contact is made with all customers within an agreed timescale
• Ensure full communication of fix times to all customers
• Ensure escalation of issues are directed to the Team Leader or Helpdesk Manager
• Resolve an equal percentage of all incidents taken by 2nd Line or within agreed variances
• Assist with the development of IT Support Knowledge Base
• Document skills/knowledge gained from technical training
• Provide appropriate 2nd Line IT resolutions based on standard scripting
• 2nd Line support for internal and external websites and services
• 2nd Line support for internal web based application
• Completion of IT daily service checks
• Monitoring backups at corporate sites
• Logging and tracking of Helpdesk major incidents

• Excellent knowledge of incident/problem management packages
• Excellent knowledge of Microsoft core desktop products 2000 and higher)
• High level knowledge of server applications (Active Directory, SQL, Exchange, ISA Server)
• Detailed knowledge of backup and anti-virus solutions
• Excellent understanding of IT infrastructure
• Good understanding of TCP/IP, routing protocols, IP addressing and subnet masks
• Good working knowledge of WAN technologies (Frane Relay, ATM, ADSL, ISDN)
• Understanding firewall technologies
• Understanding of remote access solutions (including radius)
• Understanding of web, application, database servers