2nd Line Service Desk Analyst

The 2nd Line Support Technician is responsible for providing advanced technical support to resolve complex issues that have been escalated from the 1st Line Support team.

This role involves troubleshooting, diagnosing, and resolving hardware, software, and network-related problems to ensure the smooth operation of IT systems and services. The 2nd Line Support Technician acts as a critical link between the 1st Line Support team and the 3rd Line Support team, ensuring seamless escalation and resolution of issues. Additionally, this role requires close collaboration with Service Operations and wider IT teams to maintain and improve IT service delivery.

Scope & key interfaces

• IT Support Services – inc Application Owners (Core, Digital and Retail), and Service Delivery
• IT Engineering & Infrastructure teams
• IT Security, Network and Assurance teams
• IT Core, Digital and Retail delivery teams
• Digital Product Owners
• Business application owners (inc HR People Systems team)
• Third party vendors

Outcomes and Key Performance Indicators

• ITIL: experience and understanding of ITIL principles
• Technical Support: Provide advanced technical support for hardware, software, and network issues, ensuring timely resolution of incidents and service requests.
• Incident Management: Take ownership of escalated incidents, perform thorough diagnostics, and implement effective solutions to minimize downtime and disruption.
• Problem Management: Identify recurring issues, conduct root cause analysis, and work with relevant teams to implement permanent fixes.
• Documentation: Maintain accurate and detailed records of support activities, solutions, and best practices to enhance the knowledge base and improve future support processes.
• Collaboration: Work closely with the 1st Line Support team, IT specialists, and other departments to ensure seamless support and knowledge transfer.
• Customer Service: Provide excellent customer service by communicating effectively with users, managing expectations, and ensuring a high level of satisfaction.
• Continuous Improvement: Stay updated with the latest technology trends, tools, and best practices to continuously improve support services and processes.

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could receive £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

Skills and Qualifications:

• ITIL Expertise: Deep understanding of ITIL processes and best practices, Knowledge of Software Delivery Lifecycle and the role of support teams within that process, ideally a qualification in ITIL/ITSM v3 or above.
• Endpoint Proficiency: Strong knowledge of Windows, iOS, Android, and MacOS operating systems, and security principles.
• Technical Expertise: Strong knowledge of IT systems, including operating systems, hardware, software, and networking.
• Problem-Solving: Excellent analytical and troubleshooting skills to diagnose and resolve complex technical issues.
• Communication: Strong verbal and written communication skills to interact effectively with users and team members.
• Customer Focus: A customer-centric approach with a commitment to delivering high-quality support and service.
• Teamwork: Ability to work collaboratively in a team environment and share knowledge with colleagues.
• Other Certifications: Relevant IT certifications (e.g. Microsoft Certified Professional) are desirable.

Experience:

• Proven experience in a technical support role, preferably in a 2nd Line Support capacity.
• Experience with IT service management tools and practices.
• Familiarity with ITIL framework and best practices.

Personal Attributes:

• Proactive and self-motivated with a strong sense of responsibility.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong attention to detail and a commitment to quality.