2nd Line Support Analyst




Information Technology , Support


£22,000 to £26,000 Per Annum


+ Bens



Contract Type:


We specialise in the recruitment of high quality candidates in the IT sector. We have an excellent opportunity for a 2nd Line Support Analyst providing support for our 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.

This role includes out of hours support and once full training has been provided you will be included in the rota.  Additional payments are made for out of hours support.

2nd Line Support Analyst’s Core Duties

  • Provide a single point of contact for customers, keeping them updated on progress/resolution
  • Take calls from customers and log support tickets, dealing with incidents, problems and tasks that cannot be resolved by 1st Line support
  • Diagnose and resolve technical incidents and requests
  • Work with other internal departments on problem solving customer issues
  • Diagnose bugs and liaise with relevant teams to provide information to help identify root cause
  • Log incidents and requests in our Service Management tool, working to an agreed priority matrix
  • Input into the growth of our internal and external knowledgebase, ensuring colleagues and customers have the correct support documentation
  • Work to agreed SLA’s, such as ticket quality and customer satisfaction

2nd Line Support Analyst’s Key Experience

  • Good experience of operating in a complex service 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

2nd Line Support Analyst’s Key Skills

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

Are you enthusiastic about this job? Send us your CV in word format today