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2nd Line Support Analyst


  • Salary: £23,235
  • Location: Winsford
  • Contract: Permanent

The Business Connection are looking for a 2nd Line Support Analyst to join their clients team in Winsford.
Hours of work: Must be able to work all shifts (will be required to work some weekends on shift pattern) 15:00 – 23:00 / 07:00 – 15:00 / 07:00 – 17:00 / 16:00 – 02:00 / 15:00 – 23:00 / 09:00 – 17:00
Working for this well-established organisation, the 2nd line support analyst will be responsible for ensuring that all calls/requests into the service desk are correctly logged, classified and correctly recorded.
Providing an excellent service built on good technical competency and problem-solving skills. The 2nd line support analyst will be key to the continued growth of the company.
You will investigate and resolve technical incidents and service requests referred into the team, ensuring work is prioritised appropriately (i.e. according to business impact and the particular Service Level Agreement that applies); that high quality service is delivered to the customer at all times; that call logs are updated regularly and appropriately; that major and critical incidents are escalated immediately to the Incident Manager.
Key Responsibilities:

Dealing within a normal of faults within the IT department ranging from hardware faults, software faults, infrastructure issues, mobile devices, fault fixing, raising issues when necessary while ensuring all tickets are dealt with efficiently.

Essential Skills:

Significant technical knowledge which should include Windows Client and Server (NT, 2000, 2003), Desktop and Laptop Architectures, Lotus Notes, Microsoft Office suite, Landesk, IP WAN/LAN networks, Citrix, thin client architectures and browser technologies.
Significant experience working in a customer focused environment
Some experience of working to targets and performance indicators (D) Skills & Knowledge:
Excellent problem-solving and analytical skills
Good working knowledge of IT Systems and Technologies (including Network and Server Infrastructure, Storage Systems, Desktops and Mobile Devices) and also Business Systems (i.e. Corporate, Departmental, and ‘Office’ Applications)
Strong customer-service ethos reflected in all customer contacts and the general approach to service delivery
Excellent communication skills with the ability to listen, empathise and reassure
Significant technical competence with IT, familiar with using Microsoft Office, e-mail, service centre technologies and business applications
Able to assimilate new information quickly in a dynamic environment
Ability to work to a high degree of accuracy with attention to detail maintaining high standards of information recording.
In depth knowledge of how different systems are utilised by the business in order to provide resolution of complex system issue.
Ability to work effectively in a team, supporting colleagues and helping to develop a good team ethic

Contact Details: if you are interested in this position please apply online.
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies
We are acting on behalf of the client as an Employment Business in relation to this vacancy
We are an equal opportunities agency and welcome applicants from all backgrounds

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