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Location: Meppershall, Bedfordshire
Contract Type: Full time, Permanent
Centrality have an exciting opportunity for a 2nd Line Support Analyst to join our experienced service desk team. In the 2nd Line Support Analyst Role, you'll be responsible for manging incidents in your queue, ensuring all tickets are updated daily, and calls are prioritised in line with SLA’s and ensuring all client support requirements are managed in a courteous and professional manner.
The hours for this role are shift based, working 40 hours per week to cover 07.00 to 19.00 Monday to Sunday, you will only work the occasional weekend (around one weekend in seven). Shifts are based on earlies, mids and lates, when working a weekend, you'll be given the two days off in the week.
What you will need to bring
When you join Team Centrality, you will be rewarded with the opportunity to work with a team of likeminded individuals who enjoy working with a diverse range of customers.
These are the key attributes we look for in our team:
High levels of integrity, doing what they say they will do.
Professionalism and passion for customer excellence
Thirst and personal commitment for continual learning
Ability to develop positive relationships and seek feedback to improve.
Pride in delivering positive outcomes.
Interest to want to work with the latest Microsoft Technologies
You’ll need to have the following Qualifications, skills, and experience for this role:
Ideally a minimum of two years’ experience in a busy service desk environment and in using service desk applications to log and monitor support calls.
General network connectivity/troubleshooting, experience supporting in an Office365, Microsoft Exchange, Microsoft Office Suites and Azure.
Demonstrable Incident Management experience – Managing incidents including business expectations, communication and dealing with escalations, with a pleasant, confident, and professional telephone manner.
Remote administration of workstations, servers, routers, network switches, and configuring and setting up of printers and print queues.
Knowledge of both server and client operating systems
Exceptional analytical problem-solving skills, use of remote-control software for fault diagnosis and resolution
A knowledge of network topology, components and systems monitoring
Able to work using own initiative with a 'can do' approach and attitude.
Ability to prioritise, work under pressure and to tight deadline.
Microsoft accreditations preferable: AZ-900, MS-900, SC-900
What Centrality can offer you in return?
At Centrality you will enjoy fast-paced, challenging and stimulating work within small agile teams. Everyone gets involved in team-based projects and we strive to make everyone feel an important part of Centrality and for them to feel empowered to make a difference.
We are committed to providing a range of comprehensive benefits to reward our team for the high quality of work they deliver, and ensure you have the tools and resources to be successful.
Our employee rewards include:
25 days holiday as year increasing to 30 with service.
Company bonus scheme
Commitment and sponsorship for technical and professional development
Employee Assistance, Westfield Health Cash, free yearly flu vaccination vouchers
Flexible working dependent upon on the role
Company parties and team social nights out to celebrate our success as a team.
Support for charity/volunteering
Endless LaVazza coffee and fruit
up to 10 training days per year to invest in your ongoing development, aligned to your current or future role
Founded in 1996, Centrality has prided itself in growing through reputation through service excellence and commitment to delivering precisely the solutions its clients needed rather selling technology just for technology’s sake.
Centrality at its heart is a people company who provide services and expertise to our customers, to help them leverage Microsoft technology to solve business challenges. Therefore, we recruit with cultural fit and values in mind. We expect individuals to be able to uphold our core values, of having a strong work ethic, focus on service excellence, a passion to collaborate with colleagues and customers, take personal accountability for their ongoing learning, who are well organised and able to deliver results.
All employees who work for Centrality are asked to apply for a basic criminal records (DBS) check when they are offered a role with us, as some of our clients require this as part of our contractual obligations. If you’d like to see a copy of our Employment of Ex-Offenders Policy, please let us know.
We are unable to provide any form of VISA sponsorship for this role, therefore any applications from outside the UK will not be considered.
Note to Recruitment Agencies
We don’t accept CV’s from agencies who aren’t on our preferred suppliers list.
Salary: £26,000 - £30,000
Hours: Shift based, average 40 hours per week (core working hours will be 07.00 to 19.00 Monday to Friday) with occasional weekend cover required on a rotational basis
Benefits: Centrality Standard Benefits
You may have experience of the following: Second Line Support Analyst, Second Line Support Engineer, 2nd Line Support Analyst, 2nd Line Support Engineer, IT Support, IT Helpdesk, Technical Support, IT Consultant, ICT Consultant, etc.
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