Spectrum IT's Hampshire based retail client are seeking an experienced Technical Support Analyst (2nd Line) to join their busy business for an initial 3 month contract. This role has been determined Inside IR35 and so contractors will need to work via an Umbrella engagement. The role has potential for further extensions and continued work into late 2021.Please note: Candidates for this role must be within a commutable distance to the Winchester/Basingstoke area to work on site / in office. ROLE:
As the Contract Technical Support/2nd Line Analyst you will report into the IT Support Manager and you will be the escalted point of contact for business users after while delivering high levels of customer service!
Candidates for this role must be prepared to work with bespoke & modified platforms/software (not just "out of the box" configured items) and so must be highly adaptable. EXPERIENCE / SKILLS:Communications:
- Ensure calls are answered promptly and dealt with in a professional and timely manner.
- A high level of professionalism in all business communications (verbal and written).
- Assist with incoming tickets analysis for high priority, wide-ranging or recurring issues.
- Assist with identifying and highlighting user IT-training issues.
- Communicate high priority issues to the team so everyone is aware
- Ensure the IT knowledgebase is referred to, up to date, shared, and fit for purpose.
- Actively participate in knowledge sharing across the department.
- Identify potential major incidents.
- Identify recurring incidents, ensuring they are highlighted to the problem process.
- Ensure skills relevant to this role are up to date.
- Identify issues and suggest improvements to systems and technology.
- Work as part of the out-of-hours on-call rota as required
- Triage ServiceDesk tickets- assessing the quality of information, priority & SLAs.
- End-to-end management of incidents and service requests through to resolution.
- Identify issues and suggest improvements to process or working practices.
- Ensure the Change management process is followed.
- Ensure the Asset register is accurate and updated.
For more information or to submit your interest, please apply with an updated CV.
- Previous IT Support / 2nd Line Experience
- Troubleshooting connection issues remotely
- Office 3675
- Bespoke software Systems support
- Windows 7 - 10
- Password Resets
- User Setups