Second Line Analyst

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Job description

Second Line Analyst \u00A316.23 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

\u00B7 Highly ambitious, with the ability to concentrate on complex customer requests for significant periods of time.

\u00B7 Previous knowledge and experience of working with Active Directory and Exchange.

\u00B7 Excellent written and verbal communication skills with attention to detail.

\u00B7 Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.

\u00B7 Proven sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.

\u00B7 Excellent keyboard and accuracy skills.

\u00B7 Ability to work under pressure at times, both individually and as part of a team.

\u00B7 Previous experience of software deployment tools.

\u00B7 Knowledge of folder structures and security permissions inheritance.

\u00B7 Awareness and application of security policies in relation to request fulfilment activities

\u00B7 Aptitude for logical problem solving.

Desirable

\u00B7 Experience in providing IT support in a corporate environment

\u00B7 Previous use\/awareness of Active Directory

\u00B7 Previous exposure to, or use of the Oracle e-Business suite

\u00B7 Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)

Must have previous 2nd line experience
DBS required

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