2nd/3rd Line Technical Support Analyst
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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.
