2nd Line Support Engineer

2 weeks ago

London, United Kingdom Cerco IT LTD Full time

We are looking for an engineer based at St Pauls (London) for a 1-year contract (with a possibility of extension).

This will be standard working 37.5 hours per week, Mon - Fri each week.

Job description:

- Manage day to day operations of 2nd line support function.
- Manage DSS tasks in London only when the current DSS is off (Holidays and sick leave).
- Manage 2nd line team workload utilizing ITSM tool (Service Now recommended)
- Manage customer expectations based on the SLA
- Implement and maintain ITIL based service support processes.
- Diagnose and resolve incidents accurately making sure they are logged correctly and either closed successfully or escalated where appropriate.
- Ensuring incidents and problems are managed through to resolution
- Provide support & guidance to 2nd line staff, and updates through weekly meetings
- Pro-actively utilize ITSM tool to identify potential service issues before they occur.
- Suggest improvement of existing processes & procedures to the Infra & Ops Quality team
- Provide regular reporting on IT Service Desk’s KPI, advise of the problem area and provide remedial recommendations to mitigate any BAU impact.
- Managing Projects with the Team to closure
- Act as a Local IT point of contact for all UK users (Milton Keynes is a T. EN site) + Netherland users + Germany users.
- IT General controls, compliance and audit processes in line with group operating procedures and Group internal control requirements for Genesis
- Managed Milton Keynes and Aberdeen IT operations, ensuring IT service desk and infrastructure teams are aligned.
- Managed disposal of all materials.

The skills & experience you need
- Brilliant customer service skills and experience in dealing with Business customers
- Great empathy and listening skills so I can have Great Conversations with our customers
- Previous experience of logical problem solving
- An interest in technical solutions and previous IT engineering experience

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