2nd Line Technical Analyst
7 days ago
Our client is one of the largest providers of education management software in the UK, they influence the lives of over one million people every day through a range of web and mobile (iOS, Android) products that are built on the SIMS management informationsystem.
Due to continued growth, our client is now looking to recruit a customer focused 2nd Line Technical Analyst to provide a single point of contact between the services being provided and the users. Typically, this will involve managing cases, incidents, servicerequests, and handling communication with users.
**Responsibilities**:
- Routeing 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
- Categorise incidents against an agreed classification
- Prioritise incidents against an agreed prioritisation criteria
- Capture resolution information to feed into the Knowledge Process
Key Skills & Experience
- Customer service experience
- Strong personal development and motivational skills
- Flexible, positive and have good organisational and interpersonal skills
- 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
- Understanding of Reading Cloud
- Strong telephony skills, communication skills, active listening and customer care
- Fault diagnosis skills
- Awareness in new systems and technologies
Desirable Skills
- Experience in the education sector
- Knowledge of SQL databases and the concepts behind them
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