2nd Line Support 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

2nd Line Support Analyst

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Coventry, UK

Description

The primary objective of this 2nd line service desk role is to act as a single point of contact between the services provided and the users. You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels.

The role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective case management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.

Key Responsibilities

• Capturing resolution information and feeding into Knowledge Management
• Routeing Incidents to support specialist groups when needed
• Analysing for correct prioritisation, classification and providing support to 1st Line teams
• Providing ownership, monitoring, tracking and communication of Incidents
• Providing resolution and recovery of Incidents not assigned to support specialist groups
• Closing Incidents
• Monitoring the status and progress towards resolution of assigned Incidents
• Keeping users and the Service Desk informed about Incident progress

Skills, Knowledge and Expertise

• Strong interpersonal and customer service skills, including telephony, communication, active listening, and a customer-focused approach.
• Good business awareness, with an understanding of organisational structure, priorities, and key drivers.
• Service awareness of core IT services and the ability to support users effectively.
• Proven software and application support experience, including Microsoft applications and SIMS.net.
• Sufficient technical knowledge to diagnose and resolve the majority of incidents, including fault-finding skills.
• Experience using support tools and techniques within a service desk environment.
• Understanding of ITSM processes and procedures, including Incident, Change, Knowledge, and Problem Management.
• Willingness to undertake training and awareness activities for new systems and technologies.
• Ability to work well under pressure, prioritising workloads to meet agreed SLAs and business demands.

A flexible, positive team player with strong organisational skills, motivation, patience, and the ability to use initiative.