Technical Support Analyst / 2Nd Line Support

Technical Support Analyst / 2nd Line Support

UK - Remote

£Competitive Salary

We have a fantastic opportunity for a customer-focused and technically minded Technical Support Analyst to join our iSAMS Technical Support team.

This role is important as you will be working alongside a team of analysts to deliver a high quality, proactive second-line technical application support service to new and existing customers of iSAMS. You will help support the smooth and timely delivery of all areas of service as defined by the Service Level Agreement and Service Desk policies and procedures to ensure a high-quality response.

Responsibilities

• Ensuring that the Service Desk logging system is constantly monitored, ensuring all incidents and requests are resolved or triaged within SLAs and KPIs
• Utilising remote access technology, knowledge sources and diagnostic tools to either resolve or triage tickets to other iSAMS teams or 3rd party suppliers
• Monitoring call flow and raising awareness to the relevant teams when required e.g. when there are high volumes
• Identifying repetitive incidents to raise awareness to the relevant teams by supplying precise and accurate information.
• Providing support to Customer Support Analysts
• Dealing with non-technical 'How To’ type queries as required
• Assisting in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards.
• Accurately updating any client information in the Service Desk logging system
• Regularly auditing the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant.
• Participating in team projects that enhances the quality and efficiency of the support service and continual development and learning activities within the team.
• Reviewing internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary.
• Maintaining one or more information systems to ensure the highest quality and accuracy of data collation
• Training new and existing members of the iSAMS Team with the use of iSAMS as required
• Maintaining a good understanding of iSAMS product and keep up to date with system developments

Knowledge and Experience

• Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd Line level including experience of managing incidents through to resolution or escalation and working within SLAs
• Experience of debugging web-based applications.
• Solid knowledge of SQL using MS SQL Management Studio
• Experience of coding, preferably in ASP.NET (C#).
• Sound knowledge of IT systems, network configuration, major applications and desktop support
• Previous experience in a customer service role - experience of dealing directly with clients/customers
• Experience of using a call logging system
• Solid understanding incident management and ITIL principles
• Excellent attention to detail
• Strong communication skills both written and verbal
• Self-motivated team player
• Ability to work with little supervision
• Ability to diagnose and investigate issues
• Strong analytical skills
• Excellent organisational skills

Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

For UK candidates only:
Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.