Second Line Support Analyst

Job Title: Second Line Support Analyst
Contract Type: Contract
Location: Berkshire
Salary: £150 - 160 per day
Start Date: 2017-12-18 00:00:00
Reference: JN -122017-42669
Contact Name: Naomi Conn
Contact Email:
Job Published: December 14, 2017 16:21

Job Description

I am currently recruiting for a 2nd Line Support Analyst to work for a major retailer in Berkshire on an initial 6 week contract.  


Work rotas including evenings and weekends.Receive and handle requests for support following agreed procedures.Ensure that service requests from end users are complete, contacting users and requesting any missing information if required.Advise customers and stakeholders of actions takenManage the administration of user Ids and passwords as authorised by management.Contributes to knowledge management systems under general supervision.Support problem management activity.Identify and manage performance improvement activities for the service desk to improve operational performance and save costs.


ITIL knowledge - incident, problem, access and request managementExperience within Head Office divisions where transfer would be based on a customer service background and PC Literacy Experience of offering a service to internal or external customers, in a fast moving environmentExperience with providing remote second line and telephone support. 

If you meet these requirements, please apply with an up to date CV!

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