2nd Line Support Analyst
| Posting date: | 12 March 2025 |
|---|---|
| Salary: | £12.50 to £12.50 per hour |
| Hours: | Part time |
| Closing date: | 11 April 2025 |
| Location: | Accrington, Lancashire |
| Remote working: | On-site only |
| Company: | Promoworks LTD |
| Job type: | Temporary |
| Job reference: |
Summary
1. Support & Troubleshooting
2nd Line Support for client issues, ensuring swift and effective resolution.
Escalate complex issues to 3rd Line Support or external vendors where necessary.
2. Client Communication
Act as the primary point of contact for clients during support incidents.
Deliver clear, professional, and timely updates to clients on the status of their issues.
Build strong relationships with clients by ensuring excellent customer service.
3. Network Monitoring & Maintenance
Respond to alerts and resolve issues promptly to minimise downtime for clients.
4. Documentation
Maintain accurate and detailed documentation of client systems and support tickets.
Create and update internal knowledge bases to improve efficiency in resolving recurring issues.
5. Collaboration
Work closely with team members to share knowledge and improve support processes.
Collaborate with external vendors and partners, for advanced troubleshooting.
6. Continuous Learning
Pursue training to enhance technical skills and service delivery.
7. Reporting & Metrics
Track and report on support ticket metrics, including resolution times and client satisfaction.
Provide feedback to management on recurring issues and areas for improvement in client systems.
8. Upholding Company Standards
Represent Sabrecast Solutions professionally, maintaining the company’s reputation for reliability and expertise.
Adhere to company policies, procedures, and SLAs to ensure consistent service delivery.
2nd Line Support for client issues, ensuring swift and effective resolution.
Escalate complex issues to 3rd Line Support or external vendors where necessary.
2. Client Communication
Act as the primary point of contact for clients during support incidents.
Deliver clear, professional, and timely updates to clients on the status of their issues.
Build strong relationships with clients by ensuring excellent customer service.
3. Network Monitoring & Maintenance
Respond to alerts and resolve issues promptly to minimise downtime for clients.
4. Documentation
Maintain accurate and detailed documentation of client systems and support tickets.
Create and update internal knowledge bases to improve efficiency in resolving recurring issues.
5. Collaboration
Work closely with team members to share knowledge and improve support processes.
Collaborate with external vendors and partners, for advanced troubleshooting.
6. Continuous Learning
Pursue training to enhance technical skills and service delivery.
7. Reporting & Metrics
Track and report on support ticket metrics, including resolution times and client satisfaction.
Provide feedback to management on recurring issues and areas for improvement in client systems.
8. Upholding Company Standards
Represent Sabrecast Solutions professionally, maintaining the company’s reputation for reliability and expertise.
Adhere to company policies, procedures, and SLAs to ensure consistent service delivery.