Second Line Support Analyst F/T

  • Location
    Crewe, Cheshire
  • Salary
    £9.87/Hour
  • Category
    IT - Helpdesk, Technical Support
  • Job type
    Temporary
  • Industry
    IT and Telecoms
  • External Reference
    2LS221019

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



Tasks


Value


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


Quality


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


Productivity


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


Leader


Qualifications


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


Skills


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