2nd Line Service Desk Analyst
Support Office, Manchester

Job reference: SOM-SOM-005580

Location: Support Office, Manchester

Salary: Competitive plus Benefits

Department: Support Office

This is a great time to join ODEON's IT department as not only have we just moved to a brand new office on First Street in Manchester City Centre boasting an auditorium, Winter Gardens and PS4/Xbox One,  We are also moving forward into the future with our IT and Front-Facing User Systems over the next year.! 

The Role

  • Providing 2nd level support of ODEONs hardware, infrastructure, and applications including on call as required
  • Providing a technical escalation point for 1st Line Analysts
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON’s business applications
  • To work within the Incident Management Process, Service Request, and Major Incident Process
  • To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue
  • To ensure calls are associated with the Problem Management process as required.
  • Creation of knowledge-based documentation and training material
  • To liaise closely with team members, passing calls through to keeping the customer updated
  • Excellent record taking ensuring that all relevant details are recorded in tickets
  • Data and record management, to maintain additions and deletions of users and user information.

What does it take?

  • Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.
  • Broad understanding of corporate applications
  • Ability to manage, prioritise, coordinate calls effectively
  • A strong eye for detail and reacts quickly to identify and resolve issues
  • Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
  • Proven planning and organising skills being able to manage, prioritise and coordinate effectively
  • Team player with the ability to operate well and thrive in a team culture

What's on Offer?

  • Yearly performance bonus
  • 25-days holiday + 8 days bank holiday
  • Film card entitling you to free film for you and your friends
  • Healthcare
  • Plus much more.


The closing date for this job has now passed.