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2nd Line Support

  • Location: Greater Manchester
  • Salary: £11 - £22000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

2nd Line Support Analyst
Salary: Dependant on experience

The primary objective is to provide a single point of contact between the services being provided and the users. Typically, this will involve managing cases, incidents and service requests, and also handling communication with the users.
Key Decisions

  • Categorise incidents against an agreed classification
  • Prioritise incidents against an agreed prioritisation criteria
  • Capture resolution information to feed into the Knowledge Process

Key Interfaces

  • Clients via call and portal communication
  • Team Leader to identify focus of work and review performance
  • 3rd line to escalate complex incidents
  • 1st Line Analysts to mentor and pass on knowledge

Key Performance Indicators

  • Case and Incident resolution
  • Knowledge resolution capture

Capabilities, Experience & Qualification Requirements

  • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
  • Business awareness: specific knowledge of the organization's business areas, drivers, structure, priorities etc.
  • Service awareness of all the organization's key IT services for which support is being provided
  • Technical and applications expertise to a level appropriate to diagnose and resolve the majority of incidents
  • Fault diagnosis skills
  • Support tools and techniques
  • Awareness training and tutorials in new systems and technologies, prior to their introduction
  • Processes and procedures (incident, change, knowledge and problem
  • Wider overview of ITSM processes and procedures

Key Accountabilities

  • Capturing resolution information and feeding into knowledge management
  • Routeing incidents to support specialist groups when needed
  • Analysing for correct prioritisation, classification and providing support to 1st line teams
  • Providing ownership, monitoring, tracking and communication of incidents
  • Providing resolution and recovery of incidents not assigned to support specialist groups
  • Closing incidents
  • Monitoring the status and progress towards resolution of assigned incidents
  • Keeping users and the service desk informed about incident progress

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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