Operations Bridge 2nd Line Support Analyst

Become part of a fast-moving, forward thinking culture, discover colleagues that are more like family and experience a market leading offering of incredible workspace perks. Investment in the talent, skill and dedication of our people translates into world class customer service making sure we deliver it on time, every time, all of the time.

Do you want to join a busy Operations Bridge, providing support to a wealth of businesses and helping to ensure the integrity of the department?

We have an exciting opportunity for an Experienced 2nd Line Support Analyst to join us in Ossett as an integral part of our business, Reporting to the Operations Bridge Manager you would be the point of contact for end users and a representational face of IT for end users who require support. As a 2nd Line Technical Support Analyst you will be responsible for providing remote support dealing with escalations and acting as a liaison between the 1st line, Field Service and 3rd line teams. Working closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated to the rest of the Service Desk team to aid future troubleshooting, whilst being responsible for ensuring all support incidents, requests and problems are logged in the company’s ITSM toolset and are resolved in line with the IT. departments SLA’s. Acting as a mentor for the 1st line team you will help promote a shift left culture enabling faster call resolution for the end user community. This is an opportunity to join a successful company at the right time, ahead of further changes to our systems, and be instrumental in the guiding and developing technical excellence.

Responsibilities for the role may include some of the following:

To provide remote technical support to the customer user base achieving contractual Service Level Agreements

The ability to communicate technical issues to a non-technical audience

Incident Management of major incidents

Document all technical solutions within the Service Desk knowledge base

Provide technical support to 1st Line Service Desk Analysts

To record all incidents / changes within the Concorde’s service Desk tool

Contribute to delivering a 70% remote resolution target

Convert 65% of contacts (phone calls and mails) to events

Answer inbound phone calls where required

Make outbound phone calls to customers keeping them informed on a regular basis

Review and update ‘known errors’ dB

Incident / change / service requests assignment to appropriate Service Department

End to end ownership of all incident / change / service requests through to closure

Ability to provide a positive Service Desk experience

Build internal / external relationships through effective methods of communication

Identify and work towards service improvements

Assess, prioritise and manage workload ensuring contractual obligations are achieved

Contributing to delivering team performance to adhere to Group Information Security Policy.

Monday – Friday day shifts with support of our on call rota.

Skills, Knowledge and Experience (Essential)

Around 3 years’ experience in a similar role

Good understanding of networks.

Competent with Windows Operating Systems

Basic understanding of Active Directory and Group Policy

Basic understanding of Office365

Good troubleshooting experience and end user focused.

Approachable with good interpersonal skills and the ability to interact with people at all levels.

Eagerness to learn and develop

Ability to work independently and as part of a team.

Driven and resilient with a meticulous attention to detail and a high level of accuracy

Effective communication (both written and verbal)

Highly organised with a willingness to work flexibly in response to changing requirements.

Full clean UK driving licence for occasional customer site visits

Ability to operate within a team.

To adhere to group information security policy.

Technical Skills, Knowledge and Experience (Desirable)

VMware Support.

Active Directory Support.

MS Exchange Support and Administration.

Terminal Services Support (MS, Citrix).

WatchGuard Firewall Support

Basic Cisco Routing and Switching Support

Basic Understanding of IP routing and switching

Understanding of Internet Connectivity (ADSL / SDSL / MPLS)

Benefits Include:
An industry matching salary plus enhancement for 24/7 Rota.

Pension Scheme.

A tailored professional and personal development plan.

Receive up to 10 days training per annum, relevant to your position.

Free financial wellbeing advice

Work in attractive office space with plenty of free parking (including EV parking) – The Concorde HQ office has: Pool, darts, TV’s and onsite coffee/drinks bars with coffee shop grade coffee.

Take part in our regular events and activities outside of work. for charity or just for fun

Birthdays off as a paid holiday

An extra week holiday the year you get married

Referral scheme for bringing superstars to the business

If you’re seeking an exciting and challenging role where you can use your skills and learn new ones, whilst influencing the success of growing business then apply now, to discuss your experience and skillset. Please send your CV together with details of salary expectation to: [email protected]

Further information on the Concorde technology group can be found at www.tctg.co.uk

Concorde Technology Group are an equal opportunities employer and welcome applications from all sectors of the community.