Second Line Service Desk Analyst
Posted on Aug 28, 2022 by Global Technology Solutions Ltd
We have an exciting opportunity for a second line service desk analyst to join a blue chip organisation on an initial 3 month contract in Reading.
*Role inside IR35 - Umbrella contractors only*
*Site based role*
Provide first class, multi site support for all end user incidents and service requests relating to the business and IT environment, maintaining high levels of ownership throughout the incident life cycle.
Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.
Maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties and to enable effective triaging or request fulfilment
Responsible to support investigation and diagnosis of assigned problems for workarounds and/or root causes. Proposes solutions to problems and implements solutions if Change Management is not required
Own customer service on a call by call basis, taking end to end responsibility for all service requests
Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.
Understand and proactively operate the escalations procedures
Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
Ensure compliance with quality management, risk management, security policies and procedures.
Monitor the status and progress of incidents and service requests
Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with PITSC and Partnership values. Provide guidance, support and mentorship to 1st Line Analysts
To deliver against the key accountabilities, the Service Centre 2nd Line Analyst will be expected to:
Work under general supervision, reporting to supervisor when issues arise or when work is completed.
Consistently work competently to deliver high quality outputs within set timelines. Have own work reviewed against frequent milestones
Identify problems early and use own discretion and initiative to resolve problems, having obtained direction.
Understand and consistently determine when issues should be escalated to a higher level.
Perform a broad range of activities in a variety of environments.
Inspire confidence in supervisors, minimising the need to monitor work.
Be able to continue to work effectively under pressure.
Have own work reviewed against frequent milestones
Understand and appropriately use Partnership methods, tools and applications.
Contributes to knowledge management systems
Use own judgement to advocate appropriate application of Partnership wide business process and policy.
Understand the impact of own area of work on the relevant operational functions of the Partnership
Identify, assess and manage risk, understanding when to escalate
Support problem management activity.
Identify and manage performance improvement activities for the service desk to improve operational performance and save costs.
Delivers training and supports development of team members.
Support other activities as assigned by Management.
Build and maintain good working relationships with all 3rd Line teams and build deeper understanding and relationship with allocated key areas
So if you are a second line service desk analyst looking for your next exciting opportunity please apply today!
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