Second-Line IT Service Desk Analyst

ParentPay Limited; Coventry; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A technology services provider in Coventry is seeking a dedicated 2nd Line Support Analyst to enhance their customer support. You will act as the main point of contact for users, managing incidents and ensuring timely resolutions. The ideal candidate should have strong interpersonal skills, technical knowledge for diagnosing IT issues, and experience in using support tools. This full-time role offers an opportunity to contribute to effective service delivery and provide exceptional customer service.

Qualifications

• Proven technical support experience is a must.
• Strong interpersonal skills are essential.
• Excellent at fault-finding and resolving IT incidents.

Responsibilities

• Manage cases, incidents, and service requests efficiently.
• Ensure effective communication with users regarding their requests.
• Monitor and track the progress of incidents.

Skills

Interpersonal and customer service skills

Business awareness

Service awareness

Software and application support experience

Technical knowledge

Experience using support tools

ITSM processes understanding

Willingness for training

Ability to work under pressure

Job description

A technology services provider in Coventry is seeking a dedicated 2nd Line Support Analyst to enhance their customer support. You will act as the main point of contact for users, managing incidents and ensuring timely resolutions. The ideal candidate should have strong interpersonal skills, technical knowledge for diagnosing IT issues, and experience in using support tools. This full-time role offers an opportunity to contribute to effective service delivery and provide exceptional customer service.