Michael page
Second Level Support Analyst
Job Description
- Opportunity to apply knowledge of IT and develop skillset
- Opportunity to work with new and exciting technology
About Our Client
A leading insurance company in the UK.
Job Description
Service Management
- Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
- Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
- Advise customer on the problem-solving process and direct unresolved issues to the next level of support personnel
- Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest improvements to processes / procedures
- Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
- Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
- Manage own performance against agreed metrics & measures
Technical
- Serve as subject matter expert on key applications in use across the Group
- Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
- Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
- Assist in the maintenance of standards for hardware, software and security in the desktop environment
- Review Monitoring and Management of the desktop and applications.
The Successful Applicant
Service Management
- Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
- Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
- Identify and suggest improvements to processes / procedures
- Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
- Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
- Manage own performance against agreed metrics & measures
Technical
- Serve as subject matter expert on key applications in use across the organisation
- Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
- Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
- Assist in the maintenance of standards for hardware, software and security in the desktop environment
- Review Monitoring and Management of the desktop and applications.
What’s on Offer
- Hybrid working
- Competitive Salary
- Fantastic Benefits