2nd Line Support Analyst - SLA, PC Upgrades, New Technologies

TEC Partners
£25000 - £35000 per annum
07 Oct 2017
07 Nov 2017
Contract Type
Full Time
2nd Line Support Analyst - Reading - £25,000 - £35,000 - Reading, Newbury, Basingstoke, Slough


Tec Partners is looking for someone to help transform leading organisations and communities around the world! The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

Our client provides technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in business operations.

Key Responsibilities

Operational Local Support
  • Effective prioritisation, ownership and resolution of logged incidents within agreed SLAs, working as a wider team to maintain effective incident queue management, awareness and correct use of key process and escalation points.
  • Perform PC upgrades where required using defined internal processes.
  • Perform imaging of workstations (both laptops and desktops) where required.
  • Be a dedicated support point of contact for selected premium support customers.
  • Ensure good working knowledge of internal workstation environment and associated products, including customer eligibility criteria, pricing and key escalation points.
  • Provide where required IT support for special events including but not limited to new joiner and acquisition inductions and executive events.
  • Provide appropriate IT support needs where requested for company acquisitions groups, working as part of a wider integration project team.
  • Document processes where requested, ensuring they remain relevant and up to date.
  • Work effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.

Proactive Support and Value Add
  • Actively contribute towards continued process excellence initiatives within the team.
  • Be a strong advocate for product and service customer adoption.
  • Proactive identification of issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.
  • Proactively take part in new product and service pilots both globally and locally, provide effective feedback, disseminate information within the team.
  • Keep abreast of new technologies and innovations that are relevant for area of support, internally and externally to the business.

  • Be cost aware, ensuring focus is maintained in providing the right costed solutions for our customers.
  • Proactively suggest ways to ensure services remain cost efficient
  • Be aware of our cost recovery mode and ensure its correct use when delivering services

Asset Management
  • Update the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
  • Provide regular assistance where required to our enablement team for other asset management requirements in order to contribute to our overall asset management KPI's.

Benefits Include:
  • Private Medical Insurance
  • 25 Days Leave
  • Contributory Pension Scheme,
  • Death in Service Cover

If you are interested in this position, please contact Thomas at Tec Partners or apply here with your latest CV.

At Tec Partners we are committed to being an inclusive organisation that provides equality of opportunity to all in terms of employment, recruitment and the service we provide to our customers. We welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
This job was originally posted as www.cwjobs.co.uk/job/76783700