Second Line Support Analyst F/T

  • Location
    Crewe, Cheshire
  • Salary
  • Category
    IT - Helpdesk, Technical Support
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

The Details

Full time position for 37 hours per week, with options for weekend/overnight or shift work on a voluntary basis

You must be flexible for working hours between 0700-1900 during core hours support



Team Working : Makes solid efforts to integrate into the team and positively contributes to Team objectives

and Morale

Communication : Demonstrates clear and concise written, oral and listening skills

Problem Solving and Decision Making : Demonstrates clear evidence of handling most types of technical

contacts and suggest resolutions with minimum prompting from Team Leader

Flexibility : Shows evidence of being able to adapt to new situations

Attitude : Presents a positive working attitude in difficult situations

Self Management : Demonstrates evidence of good timekeeping, professional appearance, and timely

timesheet completion

Innovation : Able to think around complex issues to work towards timely resolution


Customer Service : Demonstrates awareness of customer and business

Call/contact and Ticket Quality : Demonstrates quarter on quarter improvement on internally measured

call/contact and ticket quality, achieving expected requirements defined by your TL

License to : Using skills developed within Licence to Support program agent demonstrates UKSD best

practices. Achieving good customer service, a good knowledge of the service desk tools and shows an

aptitude in problem troubleshooting


Maximise FTF opportunities : Supports the 1LS team achieve the more complex FTFs while maintaining 2LS

defined SLAs

AHT/CPAPD at or better than Target : Manages 2LS call durations and wrap up times in line with team targets

Queue Management : Manage individual queues to given targets with minimum intervention from Team



As 1LS (Typically achieved via internal promotion route based on experience)


In depth knowledge of PC technologies and desktop/server hardware and software architectures

Knowledge of basic network architectures

Ability to grasp new technical concepts quickly

In depth knowledge of Microsoft applications used on PCs

Detailed understanding of computers and how they are configured

Ability to identify and distinguish between hardware, software, network and server problems

Skills in the use of PCs and associated software and applications

Good knowledge of business support teams and their interface with customers

Proven excellence in customer service

Excellent written and verbal communication skills

Good Interpersonal skills

Training - Mandatory

Induction - via the UK Induction Portal or Local training team

Security Awareness

Health, Safety and; Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety,

Office Safety)

On Job training via local training department / mentor or buddy

Core skills (modules to support individual development needs)

Training - Additional

Appropriate technical courses/training agreed with Team Leader to ensure Second line analyst is up to speed on the latest hardware and software support environment

Career Progression - subject to availability

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Chee Chan