Second Line IT Support Analyst

Job Title: Second Line IT Support Analyst
Contract Type: Permanent
Location: West London, London
Salary: £26000.00 - £30000.00 per annum
Start Date: ASAP
Reference: BBBH52034
Contact Name: Will Fraser
Contact Email:
Job Published: April 01, 2016 15:44

Job Description

We are looking for an experienced IT Support Analyst to work for one of the UK's foremost entertainment brands and provide second line IT support across their diverse user base.

Located in West London, but with some travel involved to sites in the UK, you will take responsibility for dealing with escalations from the first line team, along with working on projects to continually improve the IT systems and infrastructure. This is a great opportunity to work for a successful, forward thinking entertainment brand, and play a key role in providing a first class IT support function.

The core focus of this role will be to act as an escalation point from the first line team, and to manage issues through to a successful resolution. This will involve investigating problems to identify the cause, and then applying the appropriate technical solution. You will deal with users on the phone and face to face, so will need strong communication skills, along with the ability to manage your workload to ensure the most urgent problems are resolved first. You will need to take ownership of problems, and will know when to involve third line support teams or third parties.

In addition to reactive incident management, you will also be involved in proactive project work, usually involving systems upgrades or improvements. You will have an input into the broader company approach to incident management, service delivery and documentation, and will have the opportunity to help and mentor more junior members of staff. From a technical perspective, it's a largely Microsoft based environment, and you will have involvement across all technical elements of the infrastructure, including desktop and server technologies, networks, phones and bespoke applications.

To be considered for this role you must have a proven track record of experience in an IT Support / Service Desk environment, including experience working at a second line / tier two level, and ideally for a media / entertainment company. In addition, you must be technically adept with the following;

  • Windows 7 / Server 2003/2008 in an enterprise scale environment.
  • Microsoft Office 2007/2010/2013.
  • Active Directory and Exchange.
  • LAN / WAN implementations and troubleshooting.
  • Application support of head office applications including operations, HR, finance, retail, buying, marketing.
  • Mobile devices, telephony switches and remote access tools.

We are also looking for people who are strong and confident communicators, with the energy and enthusiasm to work in a fast paced entertainment company. ITIL and/or MCSE certifications would be advantageous, as would be the ability to drive and access to a car, as there will be an element of travel involved.

If this sounds like you then we'd love to hear from you. Please contact Will Fraser at Handle Recruitment for more information.


IT Support Service Desk Analyst Tier Two Second Line Windows Server Office Desktop Active Directory Exchange LAN WAN Application Support Media Entertainment ITIL MCSE Remote Access IT Support Service Desk Analyst

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.