2nd Line Support Analyst
- Recruiter
- Confidential
- Location
- Lichfield
- Salary
- 170.00 - 180.00 GBP Daily
- Posted
- 14 Sep 2021
- Closes
- 12 Oct 2021
- Sectors
- Accountancy
- Contract Type
- Contract
- Hours
- Full Time
Spring are currently looking for a 2nd line Support Analyst
This is a 6 month initial contract based Outside of IR35
Based out of Lichfield, but will around 4 days remote
Main Duties and Responsibilities
*Manage the resolution of 2nd line IT issues which have been escalated from the IT Shared Service Contact Centre
*Ensure all calls and requests are accurately updated and progressed on the service desk systems:
*Communication and escalation procedures are adhered to and consistently followed
*Recurring problems are identified and escalated accordingly
*Provide efficient resolution to incidents and requests meeting agreed SLA's
*Co-ordination of communications and internal escalation of Major Service Outages
*Liaise with the relevant parties (both internal & external) to efficiently support our customers
*Identify and recommend continuous improvement initiatives for the IT Service Solutions function
*Ensure own technical knowledge is kept up to date and current
Essential Skills
*Previous experience of working on an IT Helpdesk with second line issue resolution
*Experience of working in a customer service environment
*Previously worked on a technical service support team
*IT Technical Skills
*Able to demonstrate a strong customer focus
*Excellent verbal and written communication skills
*Experience of troubleshooting and dealing with IT problems
*Have a flexible approach to working hours in order to support the team in delivering Service Excellence
If you are available for a new opportunity, then please submit your cv or email on (url removed)
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
This is a 6 month initial contract based Outside of IR35
Based out of Lichfield, but will around 4 days remote
Main Duties and Responsibilities
*Manage the resolution of 2nd line IT issues which have been escalated from the IT Shared Service Contact Centre
*Ensure all calls and requests are accurately updated and progressed on the service desk systems:
*Communication and escalation procedures are adhered to and consistently followed
*Recurring problems are identified and escalated accordingly
*Provide efficient resolution to incidents and requests meeting agreed SLA's
*Co-ordination of communications and internal escalation of Major Service Outages
*Liaise with the relevant parties (both internal & external) to efficiently support our customers
*Identify and recommend continuous improvement initiatives for the IT Service Solutions function
*Ensure own technical knowledge is kept up to date and current
Essential Skills
*Previous experience of working on an IT Helpdesk with second line issue resolution
*Experience of working in a customer service environment
*Previously worked on a technical service support team
*IT Technical Skills
*Able to demonstrate a strong customer focus
*Excellent verbal and written communication skills
*Experience of troubleshooting and dealing with IT problems
*Have a flexible approach to working hours in order to support the team in delivering Service Excellence
If you are available for a new opportunity, then please submit your cv or email on (url removed)
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website