2nd Line Remote Support Analyst

£11 - £13/hour
13 Jun 2017
13 Jul 2017
Contract Type
Full Time
Connect2Kent are looking for temporary 2nd Line Support Analyst's for a contract of 9 months based in central Maidstone.

Main duties and responsibilities:

* Following agreed procedures, provides advice to customers on systems, products and services which are available to them.
* Respond to requests for support, resolving Incidents and Requests as appropriate in accordance with ICT KPI's and service level targets. Promptly allocates unresolved calls to appropriate team, keeping the customer informed of actions taken.
* Manage Supportworks calls to ICT standards to include detailed call notes of all steps taken to resolution.


* Educated to GCSE level or equivalent to include English and Maths at grade C or above
* Relevant ICT industry recognised qualifications ie. GNVQ or level 3 diploma, or equivalent experience.


* Experience of working in an IT Service Delivery function
* Experience of working to deadlines
* Experience of working under pressure

Skills & Abilities

* Proficient in customer service techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of IT services
* Demonstrates attention to detail and applies quality standards to all tasks undertaken.
* Aware of specific standards associated with current role. e.g.: service desk procedures, SDI standards, corporate policies, change management processes, procurement policies
* Aware of the IT infrastructure (hardware, databases, operating systems, local area networks etc.) and the IT applications and service processes used within own organisation.
* Ability to acquire a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed.


* Proficient in the use of Microsoft Office
* Knowledge of Microsoft Operating Systems to undertake routine tasks
* Good understanding of computer networking to identify common issues
* Some understanding of the ITIL Framework, Service Desk Institute (SDI) standards and meeting Service Level targets

Connect2Kent is an agency acting as an employment business and as an equal opportunity agency.

Closing date is 23/6/17

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates