2nd Line Support Analyst - Remote Support - Retail experience

Recruiter
Lorien Resourcing
Location
Bracknell
Posted
13 Nov 2017
Closes
16 Nov 2017
Contract Type
Contract
Hours
Full Time
2nd Line Support Analyst - Remote Support - Retail experience

Our client an international retailer is actively seeking a 2nd Line Support Analyst to join their Bracknell offices for an initial 3 month contract.

Please be aware the shifts for this role are:

8 hour shifts

Between 6.00 am - 10.00 pm Monday to Saturday

Between 7.30 am - 6.30 pm Sunday

The 2nd Line Support Analyst will provide initial point of contact for Partners requiring IT Support Services.

Key responsibilities:
  • Provide first class initial support for all end user service requests relating to the business and IT environment.
  • Own customer service on a call by call basis, taking end to end responsibility for all service
  • requests
  • Collect and maintain detailed information about every call to provide relevant data to the business.
  • Ensure effective management of issues rose through calls, emails, self - service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.
  • Deliver to agree Service Desk SLA's (call conversion and call resolution).
  • Install, configure and troubleshoot new software, updates and patches
  • Troubleshoot & facilitate resolution of hardware issues (e.g. BlackBerry, printers, desktop).
  • Ensure compliance with quality management, risk management, security policies and procedures.


Experience
  • ITIL knowledge - incident, problem, access and request management
  • Understanding of the services supported


If you are interested in this position then please send through your CV ASAP. If you do not hear from us within 3 working days, then please take this as your application not being progressed this time round, however we will keep your CV on file if we get anything suitable in future. Unfortunately, due to the high volume of responses we are unable to respond to all applications.



2nd Line Support Analyst - 3 Months Contract - Bracknell

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age
This job was originally posted as www.cwjobs.co.uk/job/77601964