2nd Line Service Desk Analyst – Huntingdon
Contract Personnel are looking for an experienced 2nd Line Service Desk Analyst for our well-known client based in Huntingdon.
How does the day-to-day look?
1. Answer telephone calls and raise comprehensive support tickets. Demonstrate excellent customer service at all times.
2. Guide and support 1st Line Service Desk Analysts and Field Service Engineers, mentoring to enhance skills and abilities.
3. Investigate, diagnose and resolve technical 2nd line incidents and service requests, escalating appropriately to 3rd line where necessary.
4. Adhere to SLA’s, keeping users updated at all times.
5. Work independently to high standards with little intervention or assistance.
6. Work with wider support team to ensure any recurring technical issues are addressed.
7. Continuously improve knowledge and understanding across the various software and hardware technologies supported and implemented by the company.
8. Liaise with 3rd party support for ticket resolution as appropriate.
9. Assist 1st Line Service Desk Analysts in times of need, or during busy periods.
10. Review, develop and produce in depth Knowledge Base Articles for the development and progression of the Service Desk Team.
11. Have a clear understanding of your obligations and restrictions with regards to best practice and the law, and to adhere ...