2nd Line Support

JOB TITLE: 2nd Line Support

LOCATION: Lathom, Ormskirk

PACKAGE: £25-35k

WAY OF WORKING: Office Based

THE BUSINESS:

My client are a reputable manufacturing company with a legacy that has lasted for many years.

THE OPPORTUNITY:

A vacancy has arisen within my clients service centre for a Service Centre Analyst reporting to the Team.

The IS Service Centre service delivery team is responsible for resolving tickets via telephone calls, remote access, email and visits. The successful candidate will work in a function which currently supports nearly 1,000 users across the UK.

Key accountabilities:

• Adhere to our H&S policies and follow the Key Safety Behaviours.
• Achieve service level targets and Key Performance Indicators (KPIs.
• Record problems in the Service Centre online call logging system, along with troubleshooting, prioritisation, resolution and/or assignment of problems, progress chasing, maintaining incident records and reports.
• Maintain a professional service whilst dealing with all levels of staff and management in demanding circumstances in a

busy environment.

• Liaise with Third Parties and ensure they are following standard processes.
• Ensure Standard Operating Procedures (SOP’s) are created where necessary and knowledge shared amongst team
• Provide remote and on site 2nd line support for Client PCs, Printers, Telephony, Servers and Network equipment.
• Assist in the processes, including the physical requirements of boxing and un-boxing equipment to ensure refresh

targets are met and returns are managed appropriately.

• Carry out site visits where issues cannot be resolved remotely.

Key Skills required:

The successful candidate should have excellent troubleshooting and problem solving skills in Microsoft Operating Systems (both client and server) and Office products, as well as excellent customer service skills. Network troubleshooting and server experience would also be advantageous, as would general hardware knowledge.

An understanding of key IS areas including Active Directory, Exchange, Networking, Client Refresh, TCP/IP, SQL, Backup, NSG and 3rd party applications, or project work would be preferable but not essential.

Applicants should possess a keen professional attitude; strong IT technical skills; good communication, team and interpersonal skills, and excellent customer facing skills.

If you are interested in the role please apply to this advert or contact James McAbendroth @ C4S Search

C4S Search connect future Deep tech talent with leading entrepreneurial businesses and are always keen to hear from people with similar ambitions.