Job description
2nd Line Technical Support Analysts work within the IT Corporate Services team, to provide IT support and customer service, for over 1500 staff using corporate IT services and systems across Inspired.

They receive most of their work from tickets escalated from the Helpdesk team via the IT Service Desk system but may also be required to provide overflow phone coverage for the Helpdesk.

2nd Line are responsible for the provision of IT kit and resolution of issues as they arise on equipment such as laptops, desktops, mobile phones, and printers. They will also deal with some user account issues and may also assist 3rd line / Architects on other support issues and projects as required.

• Resolving user support issues by telephone / email / in person
• User account management
• Hardware / software troubleshooting and resolution
• Imaging, rebuilding laptops and desktops
• Responding to server alerts
• Assist with project work
• Occasional travel to other sites
Skills required
• Laptop / Desktop Support
• Windows 7/10
• MS Office 2013 / 2016 / 365
• Mac OS X
• Antivirus Software
• Backup Technologies
• Active Directory

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