2nd Line IT Support Analyst – Walsall/Flexible

Website Crimson Limited

2nd Line IT Support Analyst – Walsall/Flexible

2nd Line IT Support Analyst required for a rapidly growing organisation based near Walsall, who are going through an exciting digital and system transformation currently. As an IT Support Analyst, you be responsible for providing technical hardware and application support to the organisations internal users, ensuring that all service requests and internal ticket queries are resolved efficiently and effectively.

The ideal candidate will have previous IT support experience, preferably within a 1st/2nd line role.

Key Responsibilities of the role include:

  • Provide 1st and 2nd line application and hardware support for all IT systems, including user management, system upgrades, patching, releases, and fault resolution.
  • On a rota basis, ensure that effective queue management activities are undertaken.
  • Ensure incidents are resolved by priority within agreed SLAs as well as logged in the IT Service Management (ITSM) tool, liaising with 3rd party service desk providers.
  • Work as part of a support team to manage mobile devices in conjunction with service desk and device suppliers, including maintaining asset lists and reports and packaging and deploying applications such as MDM.
  • Adhere to established ITIL processes.
  • Ensure hardware and software assets are managed using appropriate processes, tools, and procedures.

Key Skills required:

  • Experience working with Active Directory, Windows OS and O365 (including Exchange Online and Microsoft Teams).
  • Highly desirable if you have experience with various cloud infrastructure technologies such as AWS and Azure.
  • Experience upgrading hardware platforms and supporting security and Wi-Fi network systems.
  • Flexibility and versatility to support a busy service desk processing incoming tickets whilst occasionally working with 3rd party vendors.
  • High levels of resilience and the ability to work under pressure, demonstrating strong organisational and planning skills.
  • Excellent interpersonal, communication and problem-solving skills.


Our client is offering a salary of £25,000 – £28,000 per annum plus excellent benefits and flexible working opportunities.

Interested?! Send your up-to-date CV to Ian Tittley at Crimson for review

Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers.

Crimson is acting as an employment agency in regard to this vacancy.

2nd Line IT Support Analyst – Walsall/Flexible

To apply for this job please visit www.aplitrak.com.