Find a nanny, babysitter or childminder — post your free profile at - opportunities through partnership log into your account
recruiter | candidate

« Return to Homepage


2nd Line Support

Get jobs like this by email... (We will never pass your details to third parties)

Desktop Support Analyst, 1st Line, 2nd Line, Second Line, IT Service Desk, Active Directory, Exchange, Omnidox, CMS, Blackberry, Becrypt and Lync, Citrix Desktop Director, Service Now, ITIL,

2nd Line Support, Public Sector, 3-6 Months, London

The role of the Desktop Support Analyst is to provide second line support for all staff at our client. This role handles technical queries that have been escalated from the IT Service Desk, which is the central point of contact for all IT related incidents and service requests.

The Desktop Support Technician is responsible for resolving support requests and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services to staff over the phone, through e-mail, with remote tools, and in person (for walk-in customers).


  • Assist all users with any logged IT related incident when called upon to do so.
  • Accurately record, update and document incidents and requests using the IT Service Desk call logging system (Service Now).
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Full administration (creation, maintenance and deletion) of user accounts of all types (including but not limited to Active Directory, Exchange, Omnidox, CMS, Blackberry, Becrypt and Lync).
  • Installation, configuration and troubleshooting, where necessary, of IT equipment including workstations, monitors, laptops and mobile devices (Blackberry and Tablets).
  • Installation, configuration and troubleshooting, where necessary, of standard front-end user software, including Microsoft Windows and Microsoft Office products.
  • Support level understanding, of Citrix Desktop Director as a way to provide capable remote support to customers.
  • Configuration and Maintenance of the printer estate (through SafeCom), including resolving printing incidents (and their function as copiers and scanners).
  • To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

Customer Service:

  • To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
  • Understand and work within the ITIL Service Delivery framework.
  • Attend training courses as identified and agreed for appropriate professional development.
  • Actively support the equality and diversity policies of the Government Legal Department.
  • Undertake other duties not specifically stated which from time to time are necessary, without altering the nature or level of BAU responsibilities.

Job reference:
Temporary or Contract
Immediate start
3-6 Months
Apply for this job
Send this job to your friend
If you have an account with us, log in now to pre-fill this form from your profile:
Apply Online
Are you a UK citizen or eligible to work in the UK?
Show calendar days
  (.doc, .docx, .pdf)
Would you like to upload your profile and CV to our website?
(Your contact details will only be shown to recruiters)

When you click on the Apply button above, you will be registered with and will receive daily Jobs by Email matching this job's criteria. We will send you an email including your password so that you can manage your account in the future. (If you already have an account, your current Jobs by Email settings will not be overwritten.)

Contact Details

Telephone Number 07446 890907

Our network » - the childcare, nursery and nanny job board   childcare, nursery
and nanny jobs - the social work, care and social housing job board   social work, care
and social housing jobs - the education, training and teaching job board   education, training
and teaching jobs - the medical, nursing and healthcare job board   medical, nursing
and healthcare jobs
The Supply Curve - jobs for economists
for economist jobs, econometrician jobs, and statistician jobs - nannies, babysitters, childminders babysitters, childminders and nannies
top of page | services | terms & conditions | privacy statement | ©