p>2nd Line Support/IT Service Desk, Support - MCSE, ITIL, AWS,Sharepoint, M365, 6 months, Central Manchester, onsite.

Rate 300 p/d Inside IR35

SKILLS:

support IT services that are on site, remote or cloud based bespoke live services such as applications running in AWS

Digital services, Sharepoint

Microsoft 365 services

On site, IAAS platforms

3rd party services

You will provide second line IT support to end users, escalating more complex third line issues and manage junior members of the IT Service Desk team, providing on the job training, support and mentorship as well as line management

Supporting IT services across the client including end user support, hardware and software support, deployment of IT peripherals, devices including AV kit Identify any security issues

Extensive knowledge of M365, Win10, Windows server technology, networking mobile device management solution and Video conferencing.

The ability to manage and lead a team and work effectively as part of a team essential

second line IT support for more complex IT issues, completing service desk ticket.

Where required, provide line management of a small team of IT Support Officers including objective setting, regular 1-1s, implementation and creation of personal development plans and annual appraisals

Develop the skills of the IT Support Officers as necessary on the job or by identifying required training courses

Manage customer complaints escalating as necessary those that cannot be resolved to the IT Service Desk Manager

Second line IT support of hardware and software including deployment of IT peripherals and devices including AV kit

Produce new and update existing documentation of IT processes, changes to laptop builds

support the testing and evaluation of new IT products and solutions proposed by IT Infrastructure Team

Identify security issues recording and reporting them to the IT Service Desk Manager

Explain technical issues to non-technical staff and end users and accurately report technical issues to IT Service Desk Manager and third- party suppliers

Report network issues to telecoms and mobile phone providers

support the IT Service Desk Manager to identify trends in support requests, develop pro-active measures

Undertake audits as required by the IT Service Desk Manager

Participate in a rota to ensure adequate cover is provided for IT Service Desk from 8am to 6pm Monday - Friday.

Qualifications
MCSE Certification or equivalent experience

ITIL Foundation level

Knowledge of the ITIL framework

Microsoft certified network engineer or equivalent