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Desktop Support Analyst (2nd Line) - Plymouth

  • Salary: £24000 - £27000 per annum + 25 days annual leave + other benefits
  • Job type: Permanent
  • Location: Plymouth, Devon
  • Sector: Infrastructure & Support
  • Date posted: 03/11/2017
  • Job reference: J376682A

Desktop Support Analyst - Plymouth

Experienced First Line Support/ Desktop Support Analyst required to join one of the UK's leading engineering support services organisations in Plymouth. The Desktop Support Analyst will maintain, support and implement the desktop environments at a second line level to include fault fix, swap out of equipment and request fulfilment as required across the business on a multiple site basis.

This is a great opportunity for a First Line Support Analyst to progress into a Second Line position.


  • Fault management and rectification across the Infrastructure.
  • Technical support of all desktop platforms to second line fix across the business within the agreed performance criteria.
  • Ensure Operational and Technical Documentation is maintained to agreed standards.
  • To provide second line technical support through agreed Service Levels and Key Performance Indicators.
  • Maintain Desktop environments to agreed standards.
  • Maintain Operational and Technical Documentation to agreed standards.
  • Provide desktop application support where required.
  • Provide excellent customer service to the end customer.
  • Provide organised and regular communication regarding calls to the end customer.
  • Demonstrate a strong team working capability and support colleagues.

Key Skills Required:

  • Experience of working in a Service Delivery environment.
  • First line support experience with basic experience of networking.
  • Proven experience of working in accordance with Service Level Agreements.
  • Knowledge of the ITIL environment and process essential.
  • Ability to problem solve complex technical issues.
  • Customer focussed.
  • Comfortable working across a multi-disciplined IT environment, and diverse business.

Other Working conditions:

Ability and flexibility to travel between sites across Devon and Cornwall. There will also be a requirement to participate in and support a rostered callout arrangement on a rotational basis.

Benefits include 25 days holiday entitlement plus public holidays, money purchase pension scheme with life assurance, share ownership scheme and a broad range of career opportunities.

You will be required to hold SC Clearance or be able to obtain SC on acceptance of the position.

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