2nd Line Support Analyst
We are looking to complete our team with a well-organized 2nd Line Technical Support Analyst. Reporting directly to the Service Desk Manager the key focus of this role is the provision of support for deployed solutions within Key IVR’s product portfolio, dealing with both internal and external clients the candidate will be responsible for
· Reviewing all assigned support tickets daily
· Undertaking a full investigation and triage into the reported issue
· Applying the appropriate resolution for the issue where required with the tools and skills provided
· Analysing common or repeat problems and creating plans for their resolution
· Assisting the development teams with the deployment of changes
· Working within the team to continually improve processes and the delivery of support for Key IVR’s clients
· Working as a team to deliver the highest level of support to Key IVR’s expanding client portfolio
This role will require you to work in both a single and team environment and requires the ability to be able to multi-task, key to this role will be the ability to prioritize workloads and work to defined deadlines.
Location: Onsite(Doncaster office)
Reports to: Service Desk Manager
Working hours: 3 shifts available within the core hours of 08:00 – 18:00
Salary: Negotiable based on experience

TECHNICAL SKILLS (ESSENTIAL):

· A good level of competence in working with the following
o SQL and the execution of queries
· A high level of competence in working with Microsoft Windows operating systems and Microsoft Office products.

TECHNICAL SKILLS (BENEFICIAL):

· Experience of working with
o Dynamics solution design and development