2nd Line Application Support

2nd Line Application Support

• To provide support and serve as a technical advisor to the customer and to the 1st line support team in an efficient and accurate manner.
• You will be an initial point of contact for the customer and 1st line support. You will play a key role in managing incidents through to closure or further escalation across the teams.
• Ultimately you will ensure that the customer will have a positive experience and feel satisfied with the resolution in a timely manner.
• Recommend system or process improvements, including procedures, training and enhanced documentation.
• Assisting with day to day administration, management and the development of the support team provision.
• Serving to promote and maintain an environment and a culture which has the highest standards and places customers first.
• Requirements for the role:
• An aptitude to learn, drive success and be adaptable to change.
• Experience delivering excellent customer service; identifying and investigating issues, whilst tracking solutions and resolving customer problems where possible.
• Where necessary, you must be the decision maker to refer issues to the appropriate personnel.
• The ability to apply your understanding and knowledge of information systems products and services to assist users.
• Brief customers and/or management on the status of resolution efforts and blockers.
• Must have:
• Good general standard of education to GCSE level.
• Must be literate and numerate.
• Must have worked within servicedesk / helpdesk customer-orientated environment.
• Excellent communication & computer skills.
• Outstanding attention to detail.
• Positive attitude to customer service.
• Self Motivated, have a willingness to learn and to take on new tasks.
• Be a Team Player and to have the ability to work on own initiative and cope with frequent interruptions in a busy office environment.
• Candidates must be adaptable to change and have a flexible approach with regard to duties undertaken.
• Desired but not essential: