2nd Line Support Analyst

4 weeks ago


United Kingdom Celestra Limited Full time

Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our clients teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.
The Support Centre Analyst will be the interface between the customer, the engineer, and the end user. Celestra core office hours are Monday to Friday 8:30am to 5:30pm. Flexibility between 6am to 9pm and occasionally overtime hours may also be required (home based). Availability for overtime weekends as well as 1 weekend every 4 weeks (home based).
Scheduling work to field engineer’s dependent on skillset, geography, and availability
Checking and processing engineers’ incoming reports, monitoring for any discrepancies, ensuring accuracy and relevance, and reporting back to engineers or managers where relevant
Generating and maintaining support documentation and call tracking
Working with the Logistics and Warehouse teams to ensure that stock is available and can be delivered to site to enable engineer installation.
Excellent verbal and written communication skills, and strong telephone manner
Flexible and adaptive approach – weekend work is required.
31 Days Holiday (Inclusive of Bank Holidays)
~ Pension, Private Medical Scheme
~ Company bonus scheme
~ Benefits portal offering discounts on retail, hospitality, cinema, flights and so much more
~ Cycle to work scheme
~ Modern Offices fully equipped with Pool Table, Tennis Table, and even an on-site pub garden where we BBQ in summer months
~ Selection of cereals & toasts and onsite snack shop
~ Coffee van every morning at 9am with a selection of hot and cold food and beverages

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