Second Line Analyst

Second Line Analyst £16.23 an hour in Manchester

What will you be doing?

You will be as a 1st level contact to users of Network Rails' IT system fulfilling IT related service requests in accordance with Network Rails' policies and procedures, including the creation of new IT accounts, the deployment of software and the issuing of secured permissions and responsibilities.

About the role

Key Accountabilities

1.You provide a friendly, fast and efficient service in the fulfilment of IT requests.

2. Building and maintaining relationships with other teams within the support organisation.

3. Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.

4. You achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.

5. Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.

6. You will recognise and advance request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.

7. Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.

8. You provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.

9. You're highly adaptable/flexible approach in order to achieve business goals and objectives.

Job Skills, Experience and Qualifications

Essential

· Highly ambitious, with the ability to concentrate on complex customer requests for significant periods of time.

· Previous knowledge and experience of working with Active Directory and Exchange.

· Excellent written and verbal communication skills with attention to detail.

· Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.

· Proven sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.

· Excellent keyboard and accuracy skills.

· Ability to work under pressure at times, both individually and as part of a team.

· Previous experience of software deployment tools.

· Knowledge of folder structures and security permissions inheritance.

· Awareness and application of security policies in relation to request fulfilment activities

· Aptitude for logical problem solving.

Desirable

· Experience in providing IT support in a corporate environment

· Previous use/awareness of Active Directory

· Previous exposure to, or use of the Oracle e-Business suite

· Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)

Must have previous 2nd line experience
DBS required

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk