2nd Line Support Analyst

As a 2nd Line Support Analyst your main responsibilities will be to: Engage with End Users, completing resolution activities in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services. Provide excellent customer service to End Users. Deliver deskside support for users, resolving issues related to desktops, docking stations, and display equipment. Provide comprehensive printer support, including toner replacement, relocation, and fault diagnosis/repair. Ensure compliance with asset management processes and maintain accurate stock control records. Develop Knowledge Articles and Tech Bar communications for End Users. Provide training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services. Communicate updates from Service Desk, Incident Management, Knowledge Management and Product Teams to End Users. Essential: An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. (Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.)  Technical Expertise: Strong knowledge of Windows operating systems, Microsoft Active Directory, and networking fundamentals. Customer Service: Ability to communicate effectively with non-technical staff and provide excellent service.