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2nd/3rd Line Technical Support Analyst
Premium Job From Gray global Placements
Recruiter: Gray global Placements
Listed on: 21st November
Location: City of London
Salary Notes: Competitive salary with pension and health insurance.
Type: Permanent
Start Date:
Reference: 133
Contact Name: Nick Gray

2nd/3rd Line Technical Support Analyst

Starting immediately, a financial IT solutions company is looking for a Technical Support Analyst. The successful candidate will provide excellent customer service and high-quality technical support. You must be well organised, self-motivated, a self-starter, punctual, and flexible in your approach to work. You must also have the flexibility to work on call, out of hours and potentially different shift patterns. You need to be able to prioritise your workload and know when to escalate a problem or issue appropriately. You will be required to communicate effectively with pressurised users at all levels, often whilst under pressure. You should be  an excellent team player with a solid background working within a busy team.

 

Accountabilities/Duties Include

  • Confident, clear and professional telephone manner
  • Log calls via the helpdesk call logging software
  • Excellent written and verbal communication skills
  • Keeping documentation up-to-date
  • Liaising with 3rd parties and suppliers
  • Following processes and procedures
  • Working with customers/employees to identify computer problems and advising on the solution
  • Diagnosing and resolving technical issues on your own and as part of a team
  • Analysing technical data so you can spot common trends and underlying problems
  • Working with engineers to help identify and fix the problem if this is more serious
  • Testing any issues that have been resolved before they are implemented
  • Managing, coordinating and resolving Service Desk Incidents
  • Keeping all parties notified and informed timely on incident status and progress
  • Proactively monitoring Service Desk queues
  • Collaborating with other team members to get things done
  • Ensure high customer satisfaction in every step of the problem resolution
  • Learn about the client and begin to build credibility through knowledge of systems and product functionality
  • Learn how to interpret technical client issues and project requests into simple English
  • Flexible rota " out of hours cover and potentially weekends for possible major incidents

 

Essential Skills Required

  • An ability to assess each customer/employee's IT knowledge levels
  • Ability to deal with difficult callers
  • Logical thinker
  • Excellent analytical and problem-solving skills
  • Up-to-date technical knowledge
  • An in depth understanding of the software and equipment your customers/employees are using
  • Exceptional interpersonal and customer care skills
  • Excellent accurate records keeping
  • Ability to hit tight deadlines
  • Self-starter
  • Strong communicator
  • Strong time management and self-motivation skills

 

Technical Skills

 

Must have:

  • Strong knowledge of Windows 7 onwards
  • Strong knowledge of SQL and creating SQL scripts
  • Knowledge of Linux (ideally RedHat/Centos)

 

 

Desired  but not essential:

  • Knowledge of Monitoring system tool
  • Knowledge of Jira
  • Knowledge of Service Now or similar ticket management systems
  • Knowledge of MyPHP

 

 

Based in EC1Y

Competitive salary plus pension and health insurance.

 

 

 



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