2nd Line Support Analyst

The primary objective of this 2nd line service desk role is to act as a single point of contact between the services provided and the users. You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels.

The role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective case management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.

Key Responsibilities

• Capturing resolution information and feeding into Knowledge Management
• Routeing Incidents to support specialist groups when needed
• Analysing for correct prioritisation, classification and providing support to 1st Line teams
• Providing ownership, monitoring, tracking and communication of Incidents
• Providing resolution and recovery of Incidents not assigned to support specialist groups
• Closing Incidents
• Monitoring the status and progress towards resolution of assigned Incidents
• Keeping users and the Service Desk informed about Incident progress

Skills, Knowledge and Expertise

• Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
• Business awareness: specific knowledge of the organization’s business areas, drivers, structure, priorities etc.
• Service awareness of all the organization’s key IT services for which support is being provided
• Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents
• Fault diagnosis skills
• Support tools and techniques
• Awareness training and tutorials in new systems and technologies, prior to their introduction
• Processes and procedures (Incident, Change , Knowledge and Problem)
• Wider overview of ITSM processes and procedures
• Customer service experience must be customer focussed with excellent communication skills and happy to be customer facing
• Strong personal development and motivational skills required to be flexible, positive and have good organisational and interpersonal skills
• Must be patient, diplomatic and able to work as part of a team and using own initiative
• Ability to work well under pressure, prioritising cases to meet SLA’s
• Flexible to respond to ongoing customer and business demands
• Experience of supporting software applications
• Understanding of SIMS.net
• Experience in Microsoft applications