3rd Line Support Analyst

Key Objectives:

  • To receive, log, prioritise, allocate and resolve Service Desk/Remote Managed Service alerts/calls by or support request from internal and external customers
  • To resolve all calls escalated from 1st and 2nd line teams
  • To handle and process all calls in line with the defined Service Level Agreements, and current Customer Service procedure.
  • To effectively utilise all Service Desk/Remote Management tools, reference materials, the internet, and other resources including other Customer Service’s staff (in-house or on-site) to aid problem research & resolution.
  • To liaise with software & hardware vendors, our service partners and third party companies to obtain product information, resolve technical issues, or request service from them relating to logged calls.
  • Keep end user and customer advised as to progress of their call and the appropriate action that will be taken to resolve their issue.
  • Cover all working shifts required to provide cover the working day as required by Service Desk & Managed Services Team leader.
  • To keep all customer documentation up to date and keep the Service Desk informed of any changes
  • To pro-actively communicate issues to the customer and the Service Desk
  • Participate in a 24/7 on-call rota


Main Responsibilities:


  • Have good oral and written communication skills
  • You must have excellent customer service skills
  • Adhere to change control procedures
  • Advanced problem analysis skills
  • Patch and update software at customer sites as directed by the support team leader
  • We need you to be adaptable so as to take on additional shifts or change your shift to meet the needs of the department
  • Have the ability to interact with broader 365IT team and on site customer IT team
  • Plan and organize calls allocated to yourself
  • Have excellent attention to detail
  • Have the ability to cope with stress and to be tolerant to what can be a busy department
  • Be willing to take part in a 24/7 on-call rota
  • Ability to provide input into customer reporting


  • Use internal video training material to improve skill set
  • Meet personal development objectives set and defined by the support team leader or the Service Desk Manager.
  • Be prepared to study to take certification exams


Required Skills:

  • Good Microsoft RDS/TS and Citrix XenApp skills
  • Strong troubleshooting of Windows Server 2008 to Windows Server 2016
  • Strong AD and group policy skills
  • Strong VMware 5.0 and upwards skills
  • Good troubleshooting for backup exec, Veeam, etc
  • HP Servers and SAN management
  • Microsoft Exchange 2007 and upwards skills
  • Office 365 troubleshooting and administration

Desired Skills:

  • Cisco networking
  • SCCM 2012 troubleshooting and administration
  • HP networking
  • SonicWall Firewalls
  • Microsoft Hyper-V


Location: Poole

To apply for this position, please send us an email.