Second Line Support Analyst

Job Title: Second Line Service Desk Analyst

Reports to: Service Desk Manager

Location: Leicester - (Hybrid - 3 days per week in office)

Salary: £28,000 - £29,500

Role Summary:

We are seeking a motivated and enthusiastic individual who recognises the value of providing outstanding customer service.

Reporting to the Service Desk Manager, the Second Line Service Desk Analyst will deliver IT support through various channels to colleagues across the organisation, addressing incidents, problems, and service requests, primarily those escalated from First Line support, whilst maintaining an exceptional standard of customer service.

Responsibilities:

• Provide Second-level IT support by resolving technical queries related to incidents, problems, service requests, and other issues that arise, both remotely and in-person. This includes support for hardware, software, mobile devices, and other technical equipment.
• Serve as an escalation point and technical support for first-line colleagues, managing tickets and ensuring their resolution is within the agreed service level agreements.
• Create and update training documentation in the form of knowledge-based articles.
• Manage Service Level Agreements and targets as specified by the Service Desk Manager.
• Collaborate with other IT teams and third-party vendors to ensure tickets are resolved, escalating issues, as necessary.
• Assist with major incidents when required, to ensure service is restored as quickly and efficiently as possible.
• Provide support to First Line colleagues by managing inbound calls, emails, and live chats during high-volume periods.
• Participate in, and support projects as needed.

Knowledge & Experience

• Proven experience in a technical IT role within a Service Desk environment, with strong technical expertise.
• Demonstrated success in meeting and adhering to service level agreements.
• Strong focus on delivering excellent customer service.
• Excellent verbal and written communication abilities, with experience in creating technical documentation.
• Skilled in self-managing and prioritising tasks in a fast-paced environment.
• A 'can-do' attitude with a willingness to learn and progress.
• Knowledge of ITIL (Information Technology Infrastructure Library) would be beneficial, but not essential.

Apply directly or email a copy of your CV