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SC Cleared 2nd Line Support (MS365)

  • Location

    London, England

  • Sector:

    Demand IT & Business Engagement

  • Job type:


  • Salary:

    £250 - £300 per day

  • Contact:

    Amy Harris

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    almost 2 years ago

  • Duration:

    3 months +

  • Expiry date:


  • Startdate:


  • Consultant:


Montash have been engaged by a leading Consultancy to source an SC Cleared 2nd Line Support analyst for an initial 3 month role. This has the potential to become a rolling contract for the right candidate. SC clearance is required

Key responsibilities

  • 2nd Line point of contact regarding support for c25,000 users, located nationally and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLA's.
  • To take on responsibilities relating to other IT services in support of escalation of live service issues, delivery of services and investigation/delivery of new requirements.
  • Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;
  • Maintain 'Service Now' log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
  • Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
  • Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
  • To provide input into wider team's initiatives. The post-holder will be expected to actively contribute to the team's operational objectives and provide input into how the team can improve and meet its targets;
  • Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
  • Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.
  • Assess the impact of any changes to MS365 and to identify how this may impact the customer/support team.
  • Assess the impact of change and provide recommendations to stakeholders.
  • Dealing with telephone/e-mail queries from customers
  • Contacting and liaising with departmental IT suppliers and representing our interests.
  • As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.
  • Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained
  • Follow a build process to build and dispatch laptops to the judiciary.
  • Maintain asset list using standard asset management procedures.
  • Maintain knowledge of the O365 product set and ensure new leases are monitored, understood and assessed in relation of user impact.

The successful candidate should be able to demonstrate

* Recognised IT Qualification/Degree relevant to position.
* Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;
* Advanced knowledge of MS Outlook, Word, Excel and Powerpoint
* Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
* Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;
* Experience of dealing with incident, problem and change management processes.
* Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
* Experience of working in a 2nd Line team within an IT support environment.
* Production of support documentation and training materials for both internal support teams and customers.
* Being able to deliver training to colleagues and customers;
* Experience of a call logging systems (Service Now highly desirable).