2nd Line Software Analyst

4 weeks ago

Chelmsford Essex, United Kingdom ParentPay Group Full time

2nd Line Software Analyst

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Chelmsford, UK

Description

The primary objective is to provide a single point of contact between the services being provided and the users. Typically this will involve managing cases, incidents and service requests, and also handling communication with the users regarding.

Key Responsibilities
  • Capturing resolution information and feeding into Knowledge Management
  • Routing Incidents to support specialist groups when needed
  • Analysing for correct prioritisation, classification and providing support to 1st Line teams
  • Providing ownership, monitoring, tracking and communication of Incidents
  • Providing resolution and recovery of Incidents not assigned to support specialist groups
  • Closing Incidents
  • Monitoring the status and progress towards resolution of assigned Incidents
  • Keeping users and the Service Desk informed about Incident progress
  • Ensure data protection process rules are abided to at all times.
  • To act on any other reasonable request from a manager.

Skills, Knowledge and Expertise
  • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
  • Business awareness: specific knowledge of the organization’s business areas, drivers, structure, priorities etc.
  • Service awareness of all the organization’s key IT services for which support is being provided
  • Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents
  • Fault diagnosis skills
  • Support tools and techniques
  • Awareness training and tutorials in new systems and technologies, prior to their introduction
  • Processes and procedures (Incident, Change , Knowledge and Problem)
  • Wider overview of ITSM processes and procedures
  • Customer service experience must be customer focussed with excellent communication skills and happy to be customer facing
  • Strong personal development and motivational skills required to be flexible, positive and have good organisational and interpersonal skills
  • Must be patient, diplomatic and able to work as part of a team and using own initiative
  • Ability to work well under pressure, prioritising cases to meet SLA’s
  • Flexible to respond to ongoing customer and business demands
  • Experience of supporting software applications
  • Understanding of SIMS.net
  • Experience in Microsoft applications
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