2nd Line Support Analyst job vacancy


Overview: 2nd Line Support Analyst job vacancy in Staffordshire recruiting now

Ref: 217257637
Employer: Confidential
Location: Staffordshire, United Kingdom
Employment Type: Permanent

Job Details:

The 2nd Line Support Analyst is part of the Customer Support Service and is responsible for handling and solving more complex application issues with RLDatix Customer Solutions either through the Customer portal or over the phone. They provide an escalation route for the Service Desk to help in solving complicated issues and managing escalations to other areas of the business.

To work alongside other Support Team Leads in adhering to Service Level Agreements, meeting agreed KPI s and managing key Stakeholders. This role is a key contact point between Allocate Software and its customers

Principal Job Elements & Responsibilities:

The 2nd Line Support Analyst will:

Provide the initial point of contact for Customers as part of the Service Desk

Provide an escalation point for 1st Line Support Analyst

Support the Service Desk Team with answering incoming calls from customers

Manage incoming requests from the Customer Portal

Log and manage all incidents via the Service Management Tool

Escalate incidents to the appropriate resolver group

Provide customers with timely updates to their cases

Manage their own case queue in line with Service Desk procedures

Escalate high priority issues to the Application Support Team Leader or Head of Customer Experience

Liaise with Service Desk Analysts and Technical Support teams as required

Triage product issues and liaise with the Product teams as appropriate

Update and propose new knowledge base articles

Complete regular tasks in line with Service Desk procedures

Review daily priorities and take appropriate action to ensure results are achieved.

Deal with complex incidents

Perform technical tasks on Cloud customer systems

Attend product sprint reviews to keep up to date with product development as required and cascade info to the rest of team

Review product issues (bugs) and advise on relative importance

Mentor and act as a coach for members of the Customer Experience and Support Teams

Have an understanding not only of how the products function from an application point of view but also from a system (SQL, IIS, Infrastructure) point of view.

Routinely perform system changes outside of the application itself in line with company procedures

Key Performance Measures:

Customer satisfaction – Measured using the Key Performance Indicators for Customer Success

Service Desk – Measured using the Key Performance Indicators for the Service Desk



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