2nd line support analyst, 2nd line support
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2nd line support analyst

  • Job reference: AQIT576
  • Location: Stockport, Greater Manchester
  • Job type: Permanent
  • Area of Expertise: Networking, Support/Helpdesk, IT
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Job description: I am currently recruiting for a 2nd line support analyst to work around the Stockport area.

My client is requiring an experienced 2nd line support analyst to join their team on a permanent basis.

As a 2nd Line Support Analyst you will be providing support for my clients UK customers, by email, telephone and via our ITSM Web Portal. Working in a team of 1st and 2nd Line Support Analysts, supporting a range of technologies including, Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals and bespoke developed applications.

As part of this role you will be required to participate in the Out of Hours support rota once full training has been provided. Additional payments will be made for shifts on this rota.

Job role:

* Provide a single point of contact for my clients customers, maintaining professionalism at all times and ensuring customers are kept updated on progress and resolution

* Taking calls from customers and logging support tickets on their behalf as and when required

* Dealing with Incidents, problems and tasks that cannot be resolved by 1st Line support.

* Diagnosing and resolving technical incidents and requests

* Remotely connecting to customers systems to provide training and support

* Provide training and guidance to customers on products

* Escalation of major incidents and complaints

* Provide training and assistance to 1st Line Support Team

* Working with other internal departments on problem solving customer issues

* Diagnosing bugs and liaising with the relevant teams to provide information to help identify root cause

* Logging Incidents and requests in our Service Management tool, working to an agreed priority matrix

* Input into the growth of internal and external knowledgebase, ensuring colleagues and customers have the correct support documentation

* Working to agreed SLA's, such as ticket quality and customer satisfaction

Your experience:

* Experience of operating in a complex service oriented arena.

* Experience of working with bespoke software products and hardware is essential

* Experience and understanding of TCP/IP routers, switching and basic networking technologies

* Experience of using IT Service Management tools and ticketing systems such as Zendesk

Your skills & knowledge:

* Knowledge of ITSM best practice (ie ITIL) desirable but not essential

* Excellent communication skills, both verbally and written

* Able to work under pressure in sometimes sensitive situations

* A strong team player with a can do attitude

* Able to take ownership of incidents and see through to resolution

* Excellent Customer Service skills with a passion for service

* Good understanding of Windows XP/7

* Asterix/Unix experience desirable

* PC hardware knowledge including fault diagnosis

* Previous experience of using remote access tools

* Telephony experience including systems and integration

* Networking experience and virtual private networks

* Commercial awareness

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk