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2nd Line Support Analyst

Job Title: 2nd Line Support Analyst
Contract Type: Permanent
Location: Chippenham
Industry:
Salary: UP TO £28,000
Start Date: ASAP
Reference: 630DS
Contact Name: Danielle Stavrakis
Contact Email: danielle.stavrakis@24-7staffing.co.uk
Job Published: October 11, 2019 11:55

Job Description

This is a fantastic opportunity to join an already successful and thriving establishment, during a period of company growth. They are looking for an experienced 2nd Line Support Analyst to hit the ground running; providing high level technical support to their large and diverse client base, whilst resolving issues and obtaining positive customer feedback.

This will include ensuring that Service Level Agreements are maintained, and that the ticketing system is fully up to date. You will be required to provide regular service update reports to the Service Desk management team.

A flexible working approach is essential for this role, as you may need to work outside of the normal working hours to cope with varying situations and workloads.

 

Within the role, your duties will include:

  • Responding to requests for technical assistance via phone and electronically
  • Diagnosing and resolving technical hardware and software issues
  • Hardware fault analysis and repair when required
  • Accurate and informative reporting and communication with other departments
  • Completion of service tickets in a timely, concise and informative manner
  • Following and maintaining ITIL process as required
  • Attending customer sites and providing IT Support as directed by the customer
  • Proactively advising clients on potential improvements to their infrastructure
  • Completion of project documentation, PID, test report
  • Identifying and escalating situations requiring urgent attention
  • Liaising with customer services to track job progression and completion
  • Documenting Service Desk Processes, Triage/ UAT scripts as required

You will need to:

  • Achieve the objectives of the role whilst working within the procedures and processes that are in place
  • Meet the competencies for the role
  • Meet SLA’s where applicable
  • Ensure accuracy with ticketing system and that all are up to date
  • Ensure customer satisfaction
  • Always provide a professional manner in front of customers

Technical experience required:

  • Desktop Windows 10
  • Microsoft Servers 2008 – 2016
  • Office 365
  • Exchange 2013 and upward

 

Travelling between various company and customer site locations will also be required therefore a valid UK Driving licence is essential