2nd Line Support Analyst

Overview

Department: Customer Support

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 case management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.

Responsibilities

• Capturing resolution information and feeding into Knowledge Management
• Routing Incidents to support specialist gro...