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Second Line Analyst

Closing date
25 May 2022

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Technology & New Media
Contract Type
Full Time
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2nd line Analyst help desk support for leading IT industry, £13 p/h PAYE, Milton Keynes, 9am-5pm, 3+rolling

Second Line Analyst

Second Line Analyst help desk support, for a leading IT industry, £13/hr PAYE, Milton Keynes, 3 months rolling.

Your new role as a 2nd Line Analyst, you will oversee the technical resolution of end user software and hardware faults.

Your main duties in the role include incident management, providing technical assistance to end users, incident resolution, and knowledge share with the first line team and identify trends and patterns of reported faults. Further duties include:

Being a point of contact & providing quick technical support for all end user faults
Create and maintain knowledge articles on internal knowledge base. Communicating amendments and using initiative to develop knowledge communication within the team
Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
Document and reports on work completed to ensure compliance with Company and Customer Procedures.
Contribute to the development of technical procedures and standards to meet business and customer requirements.
Escalate issues in line with company processes to ensure customer demands are met.
Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
Evaluate escalations and resolve appropriately to ensure customer demands are met.
Provide customer service to internal and external customers to ensure consistent experience.
Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
Identify own development needs in line with business objectives.What you'll need to succeed

Excellent working Knowledge of Windows OS and applications
previous call centre experience
Some MAC OS knowledge
A good knowledge of VMWare/HyperV
AD and User administration experience
Network support (Wan and Lan)
Firewall troubleshooting
Some MDM knowledge
Able to define and follow instructions and procedures
Demonstrates analytical and systematic approach to resolving complex problems and assignments.
Detailed understanding of PC configuration and system registry setting
Excellent communication, literacy and numeracy skills and ability to build relationships at all levels
Understanding of Corporate IT environments and their relationship to users
ITIL methodology awareness
Proven ability to work under pressure and to tight deadlines.
Ability to work on own initiative, address and resolve problems in a pressurised environment.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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