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2nd Line Support

Job Title: 2nd Line Support
Contract Type: Contract
Location: Wolverhampton, West Midlands
Industry:
IT
Salary: £15 - £18 per hour + Inside IR35
Start Date: ASAP
Reference: BBBH60611_1554287843
Contact Name: Michael Hartley
Contact Email: m.hartley@parity.net
Job Published: April 03, 2019 11:37

Job Description

2nd Line Support - Wolverhampton - 8 Month Contract - £18.00 Per Hour

Our client is looking for a 2nd Line Support Officer to join them on an 8 month contract to provide support to the IT service desk users.

Main Duties:

  • Monitor status of service requests and liaise with team members to ensure service desk issues are resolved.
  • Resolve second line support issues and provide guidance to customers within the organisation on resolution on issues they are dealing with.
  • Ensure all incidents are appropriately recorded in the Service Desk system.
  • Act as the first point of contact for any business critical support requirements and take ownership for resolution.
  • Assist third-line support resolution using members of the Applications Support, Data Centre, Networks and Workstation teams. Throughout the process, maintain regular communication with the Staff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made.
  • Preventative maintenance application and equipment.
  • Deliver to clear objectives and monitor your performance (measures to be agreed), ensuring this is within agreed limits.
  • Deliver a customer focused culture and incident ownership within the Service Desk team.
  • Handle customer complaints, recording issues and ensuring problems are resolved.

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