Second Line Support Analyst

11 Jan 2018
10 Feb 2018
Contract Type
Full Time
This role is based in Nottingham.

Successful candidate will need to take part in the following shift pattern:

Weekends (08:00 - 16:00 only) are covered 1 in 5 with days off in the week to compensate.
The weekday shifts run from 06:00 - 20:00 on rotation, with 15% shift allowance.

On call is rotated between the team 1 week in 5, coverage is 24hrs.

The service provides first and second level telephone support to Train Operating Company users, their agents and other users authorised by Rail Settlement Plan. Products supported include WebTIS, Tribute and Avantix® Mobile, Worldline MTS and MTS @Station.

The service may adopt support for additional products and customers as the business evolves.

As part of their responsibilities Second Line Support Analyst is:

· Answering telephone calls received by the Help Desk with a minimum of delay

· Logging details of the calls received.

· Providing help, advice and answers to enquiries and wherever possible solutions to problems, using the information provided by the caller and tools and reference material available.

· Where appropriate passing incidents to other support teams or maintenance organisations.

· Carrying out other related support tasks (e.g. booking equipment maintenance visits)

· Completing general support tasks within the Help Desk

· Reporting to the Helpdesk Manager

Job Requirements

Essential Criteria:

· Fluent English skills, in particular able to deal with a variety of customers under a range of circumstances.

· Able to use fault-logging systems to record problems and prepare extracts and analyses.

· General use of word processors and spreadsheets.

· Able to use IT tools and services that enable specific products to be supported.

· The post holder must be able to work as part of a team, be organised, methodical, flexible and display a positive and professional manner at all times. The successful candidate should also have excellent planning and prioritisation skills.

Key skills should include:

· Methodical with good attention to detail

· Excellent written and verbal skills.

· Customer Focused

· Ability to communicate appropriately with customers, team members and service management.

· Excellent understanding of MS Office including emphasis on Excel and Word.

· Experience of working in a service management environment.

· Understanding of Service Level Agreements and associated contracts

· Works well under pressure

· Can build a rapport with other members of the Help Desk.

Desirable Criteria:

· Can demonstrate successful support of projects as a part of a team

· Rail industry and UK geographical knowledge is an advantage.

· Call Centre/ tech support desirable but not essential as full training will be given.
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