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1st/2nd Line Support - £35,000 + Bonus + Benefits - Accountancy Firm - London

£35,000 + Bonus + Benefits - 1st/2nd Line Support
Ref: 476 Date Posted: Friday 24 May 2019
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Due to continuous growth, my client, a top accountancy firm, is seeking two 1st/2nd Line Support Analysts to join them in their City based office.



You will be the first point of contact for customers and will be required to carry out 1st and 2nd line duties whilst providing excellent customer service. Such duties include call logging and maintaining the call management system, ensuring all requests are responded to and resolved in a timely manner, and escalating issues to a senior member of the team.

Flexibility to travel to regional offices and external conferences will be required.


The following are essential:

  • Minimum of 2+ years' experience providing 1st/2nd line support
  • Professional services background (Accountancy, Law Firm, Surveyors, Financial services) 
  • Good knowledge of working with Document Management Systems (DMS)
  • Supporting Windows OS
  • Networking: TCP/IP, DHCP, DNS
  • Virtualisation software: Citrix, VMware vSphere
  • Excellent communication and customer-facing skills
  • ‘Can do’ attitude


The following are desirable:

  • Office 365
  • ITIL Foundation or experience working in an ITIL environment 


Shift Pattern:

Must be flexible with working Monday – Friday on a shift rota between 8am – 6pm (35 hours a week).

Flexibility to cover shifts and provide out of hours support is also required.


Salary: Circa £35,000 + Bonus + Benefits


You will receive ongoing training and mentoring with this position, including budgets for personal development.


If you believe you have the right skill-set and attributes for this role, then please apply today! – To be considered, please ensure you complete your application on the Computappoint website. 


Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Skills: First Line Service Desk Second Line Help Desk Helpdesk Desktop ITIL Infrastructure Library Service Level Agreements Document Management System Filesite iManage NetDocuments