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Vacancy

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Service Desk Support 2nd Line

  • Location

    Leicester, Leicestershire

  • Sector:

    IT & Telecoms

  • Job type:

    Permanent

  • Salary:

    Up to £32000.00 per annum

  • Contact:

    Robbie Desmond

  • Contact email:

    [email protected]

  • Salary high:

    32000

  • Salary low:

    32000

  • Job ref:

    BBBH6609_1562069962

  • Published:

    20 days ago

  • Expiry date:

    2019-07-21

  • Startdate:

    ASAP

  • Consultant:

    #

2nd Line Support Analyst - Shift Working
Location: Leicester
Salary: £30,000 + Company Car

Working for an expanding IT services and software specialist you will be responsible for providing professional 2nd line technical support to all customers. Candidates must have an aptitude to learning new systems/technology and be pro-active in troubleshooting, diagnosing and resolving technical issues. Technical skills should include some of the following: PC, Services, Cloud, Inhouse and Bespoke applications/systems, SQL/databases etc. Candidates will be responsible for following company best practice and working within an ITIL environment (previous exp advantageous). Excellent career and training opportunities.


The role:

Reactive Support - Trouble shooting, diagnosing and resolving (based on Knowledge) application & database related technical issues within a SQL, Web & Server Process environment, Call triage, Being first point of contact via phone, email and customer portal. Managing customer liaison, proactive feedback and customer queries from ticket creation to resolution * Log calls in the Service Desk call logging system
Escalation & Ticket Resolution - Call follow through with 2nd Line Analysts, Development Leads and 3rd parties where necessary, flagging common issues for problem investigation and resolution, Linking recurring Incidents to open Problems, Customer feedback and ticket resolution
Housekeeping & Analysis - Daily/weekly monitoring checks on customer systems following runbook instructions, Logging and organising hardware maintenance incidents with 3rd party vendors, Recurring activity / data requests from, Organise Escrow deposits, General service desk duties as requested by the Support Team Leader, Creating and championing Knowledge for common issues, Maintaining documentation and Configuration Management Database

The person:

*Can do attitude
*Team player
*Completer/finisher Thorough; leaving no stones unturned
*Organised and disciplined
*Good listener
*Good problem-solving skills
*Customer focused
*Exposure to ITIL practices
*Previous Logistics IT experience preferable

In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://www.theecsgroup.co.uk/work/flexible-application-process