IT

Service Analyst – 2nd Line

Full Time

Primary objectives:

  • The primary objective of the 2nd Line Service Analyst is to provide the investigation and diagnosis for all client-initiated incidents and service requests logged to the Service Desk.
  • To investigate issues through to confirmation of Defect before handing over to the Developers. Responsible for driving tickets through their lifecycle to resolution and ultimately client satisfaction dealing with the Web Application.

Roles and Responsibilities

  • Technical investigation and diagnosis of application faults.
  • Incident Escalation – Initiating any necessary escalations in line with agreed processes and governance models.
  • Strong client communications skills – ability to work under pressure from a demanding client
  • Ensure day to day operational delivery
  • Ensuring services are managed within client service level agreements
  • Ensure Incident tickets are fully updated during and post resolution.
  • Ensure required incidents are raised as problems as and when applicable.
  • Investigate Problem tickets to identify root cause, and progress to resolution.
  • Assist with the production of periodic service reports and other ad-hoc reporting.
  • Respond to queries from internal and client touchpoints in a professional and timely manner.
  • Interpret and clarify the information that is received from the customer to ensure it is accurate and where necessary resolve any issues
  • Know the service level agreements for the customer and ensure they are adhered to
  • Search the system for Work Around
  • Perform communication activities for the other ITIL processes.
  • Experience in SQL and database queries.

Skills/Experience Requirements

  • ITIL V3 Foundation is Mandatory
  • Ability to use office IT, including standard office applications and email systems.
  • Technical Call Centre or Application Support Experience
  • Investigation and resolution of business systems issues
  • Testing of application solution delivery
  • Well-developed analytical capabilities
  • Ability to take ownership and be responsible for actions
  • Enthusiastic and motivated
  • Ability to communicate effectively (written and verbal fluency in English)
  • Ability to work as part of a small team
  • Self-motivated and able to work on own initiative
  • Passion for customer service and service management
  • Flexible and adaptable individual who is detail-orientated and is a ‘completer-finisher’
  • Positive, proactive, pragmatic approach required

Person Specification:

  • A self-motivated achiever who gains satisfaction from providing excellent customer service with proven experience with a customer service role
  • Excellent communication skills and telephone manner. (Highly accurate verbal and written communication is key)
  • Comfortable communicating and influencing at all levels of the business
  • Proactive and highly organised and able to work in a fast-paced environment
  • Able to work on own initiative, and part of a team under pressure and to deadlines
  • Excellent organisational skills & prioritisation skills.
  • Ability to be flexible with respect to working hours, according to operational requirements – shift covering 8 am to 6 pm GMT.
  • 5 years previous ITIL Service Desk and/or Application Support experience.
  • Incident Management experience or equivalent
  • Well-developed analytical capabilities
  • Ability to take ownership and be responsible for actions
  • Well-developed time management skills and able to be flexible with respect to working hours, according to operational requirements