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IT Support Analyst (2nd Line)

South East

South East: Hertfordshire
Skanska UK
IT and Internet
Working Pattern:
Full time
Date Posted:
Thursday, 30th August 2012
Flexibility Offered:
Job Ref:
Skanska UK - IT+Support+Analyst+%282nd+Line%29


IIT Support Analyst (2nd Line) ITSD London IT Support Manager
Purpose of Role/ Job Summary:
This role combines a high level of technical skills with a clear commitment to customer Service. As a member of the 2nd line remote support team, you will be required to provide support to our customers using remote tools, as referred by the IT Service Desk. You will be mainly office based but there will be times when you will be required to attend sites and other locations, for example in times of high demand or during major incidents.
Duties and Responsibilities:
  • Field incoming help and service requests referred by the IT Service Desk.
  • Identify and carry out any immediate corrective action that can resolve or contain issues directly.
  • Applying diagnostic utilities, FAQ’s and knowledge bases to aid in troubleshooting.
  • Work with first, second and third line support groups to assist resolution where necessary.
  • Escalate and progress the severity of support issues as required.
  • Resolve incidents, verifying the resolution and confirming with the customer.
  • Ensure that all relevant information is recorded in the Service Management system and kept up-to-date.
  • Offer general advice, points of contact and guidance on all available IT services.
  • Work with other members of the team on a rota basis to ensure the IT Support service is continually staffed during operational hours.
  • Attend Skanska locations across the UK to provide on-site support if required.
  • Participate in IT project work as required.
Person Specification
Experience/Knowledge Required Essential (E) or Desirable (D)
  • 2-3 years’ experience in an IT service support environment essential. E
  • Broad technical understanding of IT systems, applications and services, ideally gained in several different roles with different employers. E
  • Supporting PCs using Windows operating systems (XP/Win7 ) E
  • Microsoft Office 2007 / 2010 E
  • Microsoft Lync 2010 D
  • Windows Server 2003 & 2008 E
  • AutoCAD Applications, including BIM software technologies D
  • Support of a wide range of other ‘desktop’ software E
  • Support of Collaboration systems. E
  • Experience of supporting web applications. E
  • Local and wide area networks and networking components E
  • Knowledge of Cisco routers D
  • Nortel/Avaya /3Com switches D
  • Sarian & Aruba wireless solutions D
  • Nortel/Avaya /3Com switches D
  • Sarian & Aruba wireless solutions D
  • Tivoli Storage Manager backup systems D
  • Riverbed optimisation devices D
  • Mobile Device Management D
  • Apple iPhone configuration D
  • Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner E
  • Absolute commitment to service quality and customer focus E
  • Enthusiastic, participative style capable of gaining the commitment and support of others and building strong, productive team relationships E
  • Good self-discipline, including a willingness to observe technical standards and a commitment to effective documentation E
  • Methodical approach to planning and completing work to strict deadlines E
  • Well-developed communication skills including a clear, concise style of presentation in oral and written work. E
  • Strongly self-motivated and able to work with minimum direct supervision. E
  • Efficiently manage shifting project priorities, demands and timelines E
  • Trustworthy with sensitive information. E
  • Flexible approach to the content and hours of work E
  • An understanding of the Construction industry and of the deployment of IT within a Construction environment D
  • Must have a good all-round education including GCSE Maths and English, or equivalent, as an absolute minimum.
  • ITIL Foundation level or Service Desk Institute accreditation desirable.
  • MCP or equivalent experience desirable.
Breakdown of the Role:
The percentages below indicate the expected breakdown of effort for the role in the indicated areas
  • Functional Management – 0%
  • Line Management – 0%
  • Administration – 20%
  • Strategic – 0%
  • Technical / Operational – 80%


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