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2nd Line Technical Analyst

2 weeks ago

Chelmsford, United Kingdom Halo Resourcing Ltd Full time

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