Workplace Services Analysts L2 are on the backbone of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.
Tier 2 analysts research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.
Also working with other IT functional Teams on projects will be required, like domain migration, office moves and other complex projects.
A Workplace Services Analysts spends the majority of the day performing remote support, everything start as a ticket in the helpdesk system.
This can take a number of forms :
Job Complexity :
Job Description :
Working in Newmarket office you will be a part of our 12 man team primarily supporting the northern part of Europe, including UK, Nordic region, Baltic and Iceland, although the role is part of a European wide IT support Team, so support for Customers outside this area will be required on occasion.
The main tasks will be 2 L support, solving cases created in our help desk system (CA), and make sure all our users get the same unified support when they encounter an IT related issue in their daily work.
There will be a possibility to go work in other Arrow offices in UK, this will be a part of the knowledge share and help bring our team together, also in vacation times it can be necessary to cover for other team members in other locations.Skills Required :
Other requirements (not mandatory) :