Second Line Support Analyst

Job Ref: 50206139
Sector: Cloud and Infrastructure
Job Type: Permanent
Date Added: 13 January 2020
  • London, England, UK London London GBR EC3A 4AF
  • £30,000 - £32,000 per Year
  • Rubina Begum
  • 44 203 937 8708

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Second Line Support Analyst - Permanent - up to £32k DOE - London

Our client, a global media business, are looking for a Second Line Support Analyst to join them on a permanent basis in their London based office.

You'll be responsible for providing technical support for internal platforms. You'll work closely with members of your team to deliver high-quality support to end users and act as a point of escalation for the Service Desk, working closely with 3rd Line.

You will be passionate about delivering excellent customer service and have a keen interest in solving (often complex) problems.

Some of your responsibilities will include:

  • Providing Second Line technical support, answering support queries via phone, email, ticketing system in a timely, polite and efficient fashion & may require occasional site visits to our front offices
  • Adhering to the timeframes defined within the SLAs and SLOs
  • Analysing and resolving assigned Second Line support tickets regionally and globally
  • You will be the escalation point for any First Line activities that require attention and stepping in for the Service Desk where necessary
  • Participating in troubleshooting platform outages or performance issues
  • Providing regular updates to users and the Service Desk Team Lead on progress with items, escalating issues where required
  • Reviewing and updating knowledge base and product documentation
  • Raising application awareness by creating promotional material, maintaining documentation and conducting training sessions

Some of your technical skills/experience:

  • Experience in a platform support role and experience in supporting data platforms (within a media business is desirable)
  • A reasonable understanding of data and the ETL process
  • IT Service Management systems such as Service Now, JIRA etc
  • Familiar with SharePoint and MS Office 365
  • Relevant certifications ITIL V3 Foundation or similar

OneZeero is acting as an Employment Agency in relation to this vacancy.

12/02/2020 18:20:42
GBP 30000 30000