2nd Line Support Analyst

Meraki Talent Limited
Dundee, UK
20 Oct 2019
05 Nov 2019
Contract Type
Full Time
2nd Line Support Analyst (x2)

Meraki Talent's global professional services client based in Dundee are currently looking for 2 x 2nd Line Support Analysts to join them on a permanent basis. As a 2nd Line Support Analyst you will be part of the Business Systems Support team within the Enterprise Technology team in the Technology Function. Working closely with the Service Desk you will play a key role in the support of the Business Systems (applications and tools) managed by Enterprise Technology. You will also play a key role in the future direction of the Business Systems used to ensure that they are continuously reviewed to ensure that they fulfil the strategy of the Business and to support the Change Portfolio in the delivery of new functionality and ongoing Service Improvements.

Responsibilities of the 2nd Line Support Analyst;

·You will provide support for all Business Systems managed and maintained by the Enterprise Technology Business Systems team and will be expected to have a good level of understanding of all of them to fulfil requests and resolve incidents

·You will work with partners as well as internal technology colleagues to resolve incidents and fulfil requests

·Provide 2nd Line Business Systems support to the Service Desk to diagnose Incidents, initiate remedial actions and resolve to the agreed targets and levels of quality

·Identify problems by analysing trends of incidents and work with colleagues and partners to resolve them in a timely manner

·Fulfil customer requests to the agreed targets following agreed processes and to the required level of quality

·Provide guidance and support to the Service Delivery team to improve first time resolution for our customers

·Work within the ITIL based support processes and procedures to the agreed targets

·Support the successful transition of changes into operational support

·Create and update knowledge documents to ensure that the Business Systems Support team and wider Technology teams can provide a consistent and high-quality service

Background of the 2nd Line Support Analyst;

·Proven experience supporting diverse business applications for a mix of local and remote end-users

·Excellent working knowledge of Windows Operating Systems and Microsoft Office suite

·Excellent and proven problem solving and troubleshooting experience

·Experience of supporting Microsoft based technologies, including;

SharePoint 2010 and above

Dynamics CRM 2011

Navision 2013 / 2017

Dynamics 365

Is this job for you?At Meraki, we love recruitment and love words. Is this you?

Andy wants: 2nd Line, Support Analyst, SharePoint, Dynamics CRM, Navision

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This job was originally posted as www.totaljobs.com/job/88369353

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