Business Systems Support (2nd Line)
Bedford (Hybrid)
£32,000 per annum
Permanent
Full time (37 hours per week)
We are looking for Business System Support (2nd Line) to support bpha’s internal customers, assisting them with IT software problems in person, via telephone, email and social media.
You will work with the Business System Team Leader, looking at continuous ways to improve IT applications for customer satisfaction, efficiency and innovation across the business. You will assist in the delivery of strategic and IT plans that meet the business's short- and long-term objectives.
What you will be doing:
1. Respond to and provide IT support for bpha’s internal and occasionally external customers during office hours
2. Maintain a high degree of customer Service for all support queries and adhere to all service management processes (Incident, Change and Problem Management)
3. Be a point of escalation for more complex support tickets from 1st Line Analysts
4. Follow the Incident, change and problem Lifecycles for assigned IT tickets, where appropriate
5. Perform regular software Maintenance when required on bpha assets, including following vulnerability management processes to ensure IT Compliance and security is maintained.
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