2nd Line Support Analyst

Your new company

You will be joining an established organisation in Glasgow, supporting its IT operations team during a busy period of end-user device replacement and support activity.

This is a hands-on position suited to someone with a background in 2nd Line, Desktop Support or End User Computing who is comfortable working directly with users and managing the preparation and replacement of workplace devices.

Your new role

As a 2nd Line Support Analyst, you will support the day-to-day delivery of IT services, with a particular focus on user account creation, device builds, device replacements and asset management.

A key part of the role will involve coordinating directly with users to arrange replacements for laptops, smartphones and tablets, preparing the new equipment and ensuring the relevant asset information is kept up to date.

Key responsibilities

• Creating new user accounts.
• Coordinating directly with users regarding smartphone and tablet replacements.
• Building and preparing replacement smartphones and tablets.
• Coordinating laptop replacement activity with end users.
• Building and preparing replacement laptops.
• Managing the return and disposal of replaced devices.
• Updating and maintaining asset information
• Providing occasional break-fix support to users.
• Communicating with users throughout the replacement process to ensure equipment is prepared and handed over effectively.

What you'll need to succeed

You will ideally have:

• Previous experience in a 2nd Line Support, Desktop Support, IT Support or End User Computing environment.
• Experience preparing, building or deploying laptops and mobile devices.
• Experience supporting Windows-based end-user devices.
• An understanding of user account administration.
• Experience with device or asset management.
• Previous exposure to an IT service management platform would be beneficial.
• Experience diagnosing and resolving common end-user hardware and software issues.
• Strong communication skills and the confidence to liaise directly with users.
• Good organisational skills, particularly when coordinating multiple device replacements and maintaining accurate asset information.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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