Job Summary
We are currently looking for a 2nd Line Analyst to join our Service Desk. We are looking for individuals with a passion for providing excellent customer service with a background in a similar role. We are also looking for people who are ready to take the next step into a 2nd line role.
Please Note: We can receive a high volume of applicants for this role and will look to evaluate all candidates, responses for follow ups can take up to a week or later and not everyone may proceed to the next stage for an interview invite.
Responsibilities and Duties
The main purpose of the role:
- Deliver excellent service, exceeding customer expectations wherever possible.
- Provide First Time Fixes for incidents wherever possible.
- Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient
resolution within SLA.
- Keeping Customers informed on at all times on status and progress.
- Participate in the process defined Incident, Change, and Problem Management.
- Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction.
- Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated
- Deliver and maintain vendor management on behalf of the customer.
- Support and mentor 1st Line Analysts, sharing knowledge and ideas
- Work closely with 3rd Line to absorb and learn new skills to develop a greater understanding of issues
- Business process awareness
- Drive the customer experience by executing the defined service desk process.
- Highlight trends to the Service Desk Team Leader for review with Account and Problem Manager
- Perform Operational Checks on customer estates to ensure availability & Performance for core daytime operations
Qualifications and Skills
- Educated to GCSE level in Maths and English or equivalent.
- Excellent oral and written communication skills with the ability to communicate effectively at all levels
- Clear and Polite telephone manner
- Rapid and accurate data entry skills
- Ability to take ownership of and progress tickets to resolution
- Good Technical Aptitude
- Excellent social skills with the ability to establish and maintain good/ productive relationships
- Ability to display a logical and methodical approach to problem-solving
- A passion for providing exceptional customer service even during a period of stress and pressure.
- Experience of working in a team
- Passionate, professional, with a ‘can-do’ attitude at all times
- Experience as an analyst within a similar role.
- Industry recognised qualifications in relevant area (i.e.,MCP, MCSA, MCDT, MCSE, CCNA, CCNE ETC.)
Desirable
- DNS, DHCP
- Exchange
- AV, Web, and Email Scanning solutions
- VMWare
- Citrix
- Linux
- Cisco Telephone Systems
- Hardware troubleshooting of both desktop and server hardware
- Application support of Microsoft Office, and common windows applications from vendors such as adobe sumac, McAfee, etc
Job Types: Full-time, Permanent
Job Types: Permanent, Full-time
Pay: £26,000.00-£37,000.00 per year
Experience:
- Technical Support Occupations: 1 year (preferred)
Work Location: In person
