2nd Line Analyst

Key areas of Responsibilities:

Working  on a world class Service desk, the main responsibilities include:

  • Resolving 2nd line incidents and requests
  • Taking ownership of end user faults and bringing them to a successful resolution
  • Ensuring all tickets are resolved to a high level of customer satisfaction
  • Providing regular feedback to clients re the status of their tickets
  • Providing exceptional communication between the service desk, end users and resolver groups
  • Effective ticket management and tracking using the Remedy ticket logging system
  • Meeting and exceeding customer specific service level agreements (SLAs)
  • Proactive Management of tickets raised with 3rd party resolver groups
  • Utilising various remote takeover tools when necessary
  • Liaising and assisting Field Engineers on client sites
  • Ensuring all tickets are categorised to correct standards
  • Following internal processes for assigning tickets to the correct department or individuals
  • Following Security admin and information security processes
  • Following Sev-1 / Sev-2 escalations and notifications where appropriate

Typical daily tasks include:

  • Where necessary provide contingency capacity to 1st line Service desk team, ensuring all activities covered in alignment with 1st line activities previously stated
  • Provide Major Incident Management support, ensuring effective communication of service continuity impact, and working with 3rd line in the  delivery of workarounds or resolutions
  • Undertake detailed incident investigation and diagnosis enabling effective incident resolution and recovery, contributing to ongoing knowledge transfer to 1st line to enable improved first time fix activities, as well as to 3rd line resources to aid improved problem identification and known errors
  • Undertake complex access management requirements and support the provision of new starter access and safeguarding of access regarding leaver access
  • Support of technical resource deployment and subsequent activities, both local and globally through 3rd parties



  • Microsoft Office 2007/2010 – Word, Excel, Outlook & PowerPoint
  • Microsoft Windows XP/ Windows 7/ Windows 8 Workstation
  • Microsoft Exchange / Active Directory administration
  • Citrix
  • Knowledge of ADSL and WiFi technologies
  • Knowledge of RIM Blackberry, HTC, Mobile devices
  • Knowledge of networking concepts
  • CompTIA A+ Essentials (Desirable)
  • CompTIA A+ IT Technician (Desirable)
  • MCTS  Windows 7 (Desirable)
  • MCTS  Windows Server 2008 (Desirable)
  • ITIL/Prince 2 Foundation (Desirable)



  • Service Level Performance
  • Customer Satisfaction
  • Volume of customer escalations and complaints
  • Peer group feedback
  • Individual KPI’s and objectives


Location: Croydon

To apply for this position, please send us an email.