2nd Line Support Analyst

2nd Line Support Analyst

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Coventry, UK

The primary objective of this 2nd line service desk role is to act as a single point of contact between the services provided and the users. You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels.

The role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.

• Capturing resolution information and feeding into Knowledge Management
• Routing Incidents to support specialist groups when needed
• Analyzing 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

• Strong interpersonal and customer service skills, including telephony, communication, active listening, and a customer-focused approach.
• Good business awareness, with an understanding of organisational structure, priorities, and key drivers.
• Service awareness of core IT services and the ability to support users effectively.
• Proven software and application support experience, including Microsoft applications and
• Sufficient technical knowledge to diagnose and resolve the majority of incidents, including fault-finding skills.
• Experience using support tools and techniques within a service desk environment.
• Understanding of ITSM processes and procedures, including Incident, Change, Knowledge, and Problem Management.
• Willingness to undertake training and awareness activities for new systems and technologies.
• Ability to work well under pressure, prioritising workloads to meet agreed SLAs and business demands.

A flexible, positive team player with strong organisational skills, motivation, patience, and the ability to use initiative.