2nd Line Service Support Specialist

2 weeks ago

Edinburgh, United Kingdom Heineken Full time

**2nd Line Service Support Specialist**

**Function**:Digital & Technology

**Location**:Edinburgh (Gyle) with a mix of office and home working

**Salary**: £34,000 - £42,500 base depending on experience plus full list of benefits listed below

**Contract**:Permanent

As the nation’s leading pub, cider and beer company and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to building a better future.

There’s so much more to HEINEKEN than meets the eye and right now, we’re looking for a 2nd Line Service Support Specialist to join our Digital & Technology team

**About the role**

You’ll provide 2nd Line Applications support for the resolution of incidents within that comes through our Global Service Desk. You’ll take ownership of the issue and fully investigate with the user to find out more detail. Ideally, you’ll be able to fully resolve the issue, however you may identify that this needs to be progressed to another specialist. You’ll use excellent communication skills so no matter the route to resolution, you’re able to deliver a positive customer experience.

So, what will you be doing? Here’s some of the key accountabilities.
- 2nd Line technical support for the resolution of incidents and problems within the agreed service commitments with full impact analysis undertaken to understand trends and business impact.
- Oversees processes and systems which govern areas of work including system monitoring, alert, and capacity management across all platforms.
- Ensure effective transition for new or amended services into support (considering the user perspective not just the technical components) and manages delivery of small projects or acts as a key resource in larger projects.
- Organises own activities flexibly and proactively to ensure demand is completed on time.

**Who we’re looking for.**

We’re looking for someone with an inquisitive mind, always looking to find out more and get to the root of a problem

If you;
- Have great communication skills - both written and verbal.
- Can understand and translate business requirements into technology improvements.
- Have previously worked with SAP.
- Have outstanding customer service skills.

Then this could be the role for you

**Our Ways of Working**

Heineken’s Global Purpose is to “brew the Joy of True Togetherness to inspire a better world” and to fulfil this we believe in working closely with each other and collaborating f2f when we can. To enable this, we ask colleagues to be in the office Tuesdays and Thursdays and one other day of colleague’s choice.

**Our Benefits**

In addition to your base salary, you’ll also receive:

- Annual bonus
- Company funded Private Medical Healthcare
- Double matched pension contributions (up to 10%)
- 35 days holiday (with the opportunity to buy/sell)
- A monthly case of our delicious ciders and beers
- Exciting opportunities to develop your career

You’ll also get the opportunity to get involved with one of our colleague networks where groups of colleagues from all over the business work together to ensure we’re always working towards being a diverse and inclusive company.

**The Application**

**Who We Are**

We’ve 150 years of brewing history and are proud of this legacy. Yet we’re sure our best days are ahead of us. Every one of our colleagues has a role to play as we dream big, set bold ambitions and push the boundaries. We support colleagues on this journey with development opportunities and unique experiences to help them reach their full potential.

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