2nd Line Support Analyst 24/7 shift pattern

concept resourcing ,
Reading, Berkshire
More Details
Job Type: Full-time
Salary: £25,000 per annum

Overview

2nd Line Support Analyst / Desktop Engineer (24/7 Shift pattern) Berkshire £25,000-£30,000 Base Shift Allowance Training Pension Package Mon-Sun - 4 on 4 off - Days and Nights Rotating - 7-7 Do you enjoy working in Support but feel your current role can be repetitive and monotonous? Do you often feel that more interesting work gets escalated to other teams? Do you want to work for a company that will be constantly upskilling your technical ability whilst working with global clients? Then read on……. Our client a global MSP are currently recruiting for 2nd line support analysts to join their Berkshire HQ. They provide IT support and infrastructure solutions for clients worldwide 24/7. You will work as part of the Global Service team that will provide fault diagnosis, call vetting and advanced technical support. You will successfully resolve escalated incidents and requests from 1st Line Support Analysts to resolve complex technical issues. What you will be doing: Working Monday - Sunday - 4 days on 4 days off covering the hours of 07:00 - 19:00 & 19:00 - 07:00. Rotating each week Resolve incidents and tickets which have been escalated from the 1st Line team Receive, scope, log and process each ticket, carrying out fault diagnosis, call vetting and advanced support to provide ticket resolution. Where a ticket cannot be resolved at 2nd line, ensure it is assigned to the correct group, with clear, concise and detailed information recorded on the ticket. Proactively carry out call management in a priority order with the goal of reducing tickets that are in jeopardy of breaching SLAs as well as managing customer expectations to reduce escalations Train, develop and provide on the job coaching to all members of the service desk team What you will need: 2-3 years experience in a technical role, preferably as a Technical Helpdesk Analyst / Desktop/ 2nd Line Engineer CompTIA A or MCP accreditation At least 1x Microsoft Office Specialist Certification Advanced knowledge of remote toolsets Excellent knowledge of call management systems, preferably ServiceNow Self-motivated with a willingness to learn and adapt to new challenges or situations Excellent verbal and written communication skills Excellent inter-personal skills with the ability to communicate with customers at all levels. Basic salary ranging from £25,000 - £30,000 shift allowance pension, life assurance and access to ongoing training and career progression. If this opportunity is of interest the please apply by sending your CV or alternatively call me on

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