2nd Line Support

Position: 2nd Line Support

Location: London

Salary: £33,600 – £38,400

We are working on behalf of a highly reputable and successful Financial Service company who have various offices throughout the UK. They require a highly skilled 2nd Line Support individual to join their well-established team in the central London office. This is a shift based role so you must be prepared to work varying shifts

Key Responsibilities:

• Provide first and second line support (over the telephone, via remote connectivity or at the desk) to customers during shift times in accordance with the rota and at other times as directed
• Log all calls within the ITSM tool and manage calls raised via the Customer Portal.
• Troubleshoot and resolve all incidents and requests within agreed SLAs
• Complete assigned tasks in a prompt and reliable fashion
• Work with other teams within IT Services to achieve call resolution within SLA, ensuring that detailed and precise information is captured and provided to facilitate speedy resolution. Pass incidents and requests to the correct resolving groups if necessary and ensure these are picked up within SLA
• Assist users to make more effective use of IT systems, products and services, advising known solutions where applicable
• Monitor own call queue and that of immediate colleagues when appropriate to ensure the highest level of service is maintained
• Monitor open Incidents to ensure SLA’s are adhered to and keep users informed of progress.
• Keep the IT Support Team Leader informed of outstanding Incidents and escalate any calls which have been dealt with incorrectly and/or outside the SLA
• Utilise the knowledge base, call management and traceability features of the ITSM tool (ServiceNow) to ensure that information learned can be reused for future calls and facilitate learning
• Report to IT management any call trends or patterns indicative of potential problems.
• Work in accordance with documented policies and procedures, and where appropriate suggest additional procedures or revision of existing procedures if required
• Check inventory information when logging calls for customers to ensure that information within the database is accurate
• Ensure that all asset and relationship information is updated within the CMDB to reflect any changes
• Carry out ad-hoc tasks when requested to assist with the smooth running of the department and provide support for project related work to ensure a high level of support for users
• Assist with Major Incident handling as required

Key Skills

• Good foundation knowledge of IT in a professional services environment ideally with an ITIL qualification
• Previous 1st and 2nd line support experience including fault/problem resolution within a Windows environment
• Previous experience managing small internal projects
• Hands-on working knowledge of supporting users within a Microsoft Windows Environment
• Active Directory
• Microsoft Office Suite (Word, Excel, PowerPoint and Outlook) at an advanced level
• PC hardware and laptop troubleshooting
• Supporting Mobile Devices (e.g. Blackberry, Smart Phones)
• Supporting remote working technologies (e.g. VPN) o Service Desk/ITSM toolset experience Training, education & qualifications
• MCP or MCSE or MOS Expert (2010 preferred) would be advantageous