2nd Line Support Analyst

DA Systems
High Wycombe, UK
14 Aug 2019
22 Aug 2019
Contract Type
Full Time
DA Systems is the market leader in the provision of software solutions to the fast growing Sameday courier industry.

We are looking for a customer-focused 2nd line support analyst with exceptional problem solving and investigation skills. Would you like a new and exciting opportunity to make our customers happy and ensure they grow and stay with us? Then read on...

What will you be doing?

As a 2nd Line Service Desk Analyst you will be responsible for:
  • Being part of a team whose only mission it is to make our customers happy
  • Being empathetic, responsive and excellent at handling incoming customer helpdesk tickets
  • Being proactive by doing preventative maintenance to catch issues before they happen

What do we need from you?

First and foremost, you will be a people person and be able to build rapport and empathy without thinking about it.

This is a technical role and you will be supporting our sameday courier software (training will be provided) on both our customer's Microsoft server infrastructure and on our own Azure infrastructure.

  • To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service working with clients, business analysts and development team colleagues in the support lifecycle.
  • Windows Server 2003+, VMWare v5+, Windows desktop XP-10
  • Competency with iOS and Android mobile operating systems
  • Ability to pick up and learn new software quickly
  • Willingness to participate in an on-call rota
  • Drive and passion to get things done and find solutions
  • Desire to add value and make a difference in a growing organisation
  • MS-SQL 2005+ (specifically T-SQL)

Nice to have
  • Expertise and knowledge of sameday courier market and or similar role in an IT related company.
  • Experience of working in a service desk environment under an ITIL framework
  • Familiarity with Azure environment and associated tool


The best benefit is being part of the team; a fun, smart and vibrant bunch (there are 30 of us) focussed on producing excellence and customer satisfaction. But if you looking for more than that...
  • Private Healthcare
  • Company pension scheme
  • 23 days holiday (+ 1 day per year escalator up to 28 days), plus bank holidays
  • Cycle to work scheme
  • Fresh fruit every week!
  • Ongoing career development and training
  • Being part of a fast-growing and exciting business.

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