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2nd Line Support Analyst

Posted on Oct 29, 2019 by Gilmond

Bournemouth, Dorset, United Kingdom
Immediate Start
Annual Salary

2nd Line Support Analyst

Job Description:

Gilmond provides IT systems and services to the energy retail sector which have been specifically developed in- house with a single point of data entry, sophisticated workflow management and automated industry interaction.

Our 2 nd Line Support Analysts aim to provide highly skilled technical support and request fulfilment across our core systems to ensure business impacting issues are kept to a minimum whilst delivering an excellent client and customer experience.


  • Provide 2nd line support on core SaaS business systems.
  • Manage and prioritise the delivery of Service Requests using the ITSM/CMDB platform.
  • Identify software enhancements for development and service improvement initiatives through day to day analysis of core business systems.
  • Through the use of reporting, identify where the use of automation can improve request fulfilment.
  • Work closely with the 1 st and 3 rd Line support teams to ensure a good customer experience.
  • Work with Gilmond client teams on third-party challenges for improvement initiatives.
  • Work with the in-house product development and IT teams to ensure client requested software changes and enhancements are delivered to client expectations including coaching, feature presentation and communications.
  • Work with the in-house IT team to make sure SaaS is optimised and client experience is maintained to the highest standards.

Key Skills:

  • Previous experience working in a support role.
  • Previous experience working within an ITIL environment.
  • An understanding of SaaS.
  • Experience using SQL/Oracle server database platforms.
  • Knowledge of ServiceNow.
  • Strong understanding of Microsoft tools.
  • Strong analytical and data analysis skills.
  • Strong problem-solving skills and attention to detail.
  • Confident and effective communicator with the capability of bridging the gap between technology and non- IT literate individuals.
  • Positive and flexible 'can-do' attitude with a willingness to go above and beyond for both the team and clients.
  • Quick learner.
  • Previous knowledge of the energy sector (advantageous).

Reference: 785311677

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