Service Desk Analyst - 2nd Line
£25,000 - £30,000 plus £2,500 (On-Call Allowance)
This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.
This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.
Responsibilities:
• Answering phone calls and managing open tickets alongside the 1st line team
• Assisting the 2nd line team with escalations and providing support remotely
• Assisting with reporting on KPIs for the service desk team
• Managing open tickets within SLA, and maintaining ownership
• Working closely with team members, customers, and suppliers to resolve issues and manage expectations.
• Creating/Updating/Reviewing Knowledge Base Articles
• On-call shift rota, and occasional evening/weekend work (scheduled overtime)
The successful candidate should have:
• A minimum of 1 year’s 1st/2nd line helpdesk experience, ideally at a Managed Service Provider
• Excellent customer service and communication skills
• Full clean UK Driving license.
• Ability to prioritise tasks on a busy and fast paced Service Desk
• Ability to work in a team and with minimal supervis...