Job: 2nd Line Support Analyst

Job Title: 2nd Line Support Analyst
Contract Type: Contract
Location: West Midlands
Salary: £100 - £140 per day
Start Date: Immediate
REF: 2ndLineAnalystMC3153
Job Published: 13 days ago

Job Description

2nd Line, Support Analyst, Infrastructure, Network, West Midlands

  • Responsible for the delivery of 2nd line ICT support as a team member of the Service Desk team
  • Ensuring service performance is within established parameters.
  • Providing second line support and overseeing and monitoring handover to third line support.
  • Providing day to day support, guidance and mentoring to all customers and other team members.
  • Provide advice, guidance and training to 1st line support to assist in the knowledge and understanding
  • Installation of customer rebuilds, re-location and new equipment both hardware & software
  • Monitor status of service requests and liaise with team members to ensure service desk issues are resolved.
  • Resolve second line support issues and provide guidance to customers in regards to resolutions and issues they are dealing with.
  • Providing support and ensuring all incidents are appropriately recorded in the Service Desk system.
  • Act as the first point of contact for any business critical support requirements and take ownership for resolution.
  • Assist third-line support resolution using members of the Applications Support, Data Centre, Networks and Workstation teams. Throughout the process, maintain regular communication with the Staff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made.
  • Preventative maintenance application and equipment.
  • Installation and re-location of equipment (both hardware & software) to specified standards.
  • Visiting sites throughout the borough to provide either an installation, re-location or incident support service
  • Deliver to clear objectives and monitor your performance (measures to be agreed), ensuring this is within agreed limits.
  • Deliver a customer focused culture and incident ownership within the Service Desk team.
  • Handle customer complaints, recording issues and ensuring problems are resolved.
  • Assist in collating information required by Your Team Leader for them to deliver reports in line with the reporting schedule defined by Quality and Performance Manager and pass to Account Managers as agreed.
  • Maintain support information.
  • Highlight recurring issues to the Team Leader Service Desk
  • Identify and highlight any deficiencies in the Service Desk personnel’s knowledge.
  • Request training / coaching of self and colleagues on systems support and support processes.
  • Report on all open incidents not closed within agreed time limits.
  • Assist in Business Continuity and Disaster Recovery processes

Please apply with your latest CV to be considered for the role.