2nd Line Support Analyst - Contract (Remote)

Job Description

The CompanyA leading provider of business services and workplace solutions - direct to end users and via the wholesale channelOur brands have been trusted supply chain partners for businesses across the UK & Ireland, large and small, for over 130 years. Through a consolidated range of business solutions, we help companies control costs, drive efficiency and improve productivity.With over 100,000 products, including the 5-star TM product brand, we provide one of the UKs most extensive portfolio of productsWere looking for an additional member for the team, a 2nd Line Support Analyst to join them on a 3-6-month contract. This is a fully remote role.The roleThis is a challenging role supporting the business working in a small team spread across the country. A successful candidate will be proficient in SQL/SQL Server and application-based Support. You will have a good working knowledge of SQL databases, SQLserver, general understanding of applications, all supported by a degree level IT qualification. Its also essential you will have experience of working in a Help Desk / Service Desk environment and have excellent customer skills. Be capable of managing theirwork time, be able to resolve IT queries following logical analysis, work as part of a team, have a can-do attitude and complete calls / tasks by agreed deadlines. The successful candidate will need excellent administration and communication skills.HoursCurrent operational hours are 08:00 to 18:00 Monday to Friday managed on a rota within the team, these shifts are: 08:00 - 16:30, 09:30 - 18:00. Some travel may be required for training purposes.Main Duties / Responsibilities

• Using SQL skillset to work through back end of applications, databases, stored procedures, triggers to resolve issues
• Desirable experience in Azure, PBRS and SQL reporting writing
• Maintain a log of all technical faults using the Support Desk software
• Keep abreast of new developments in software and hardware
• Triage Tier 2 calls in the Service Desk, to validate priority and ensure completion of information.
• Investigate and solve all Tier 2 IT requests that come into the Service Desk to the best of their ability.
• Escalate to 3rd parties where there are knowledge gaps within processes or where they cannot solve a call.
• Manage service desk requests and liaise with external Suppliers on requests that are serviced externally. Also ensure that these requests are solved within SLA and bring failing requests to the attention of the IT Support Manager.
• Manage the handling and communication with OTG user base and Service Desk process from initial point of contact through to notification of resolution.
• Develop a sound knowledge of all applications used within the OTG including bespoke applications.
• Develop sound knowledge of all business processes around applications used in OTG.
• Where required, document new processes/solutions and publish them on the support portal.
• Schedule automated reports using SP Reports.NET, Crystal Reports Scheduler and SQL Reporting Services Scheduler.
• Assist in elements of IT projects where required.
• Ensure that Company IT policies are adhered to.
• Demonstrate practical knowledge and problem-solving strategies
• Liaise with external support agencies to resolve faults speedily
• Contribute to the continual improvement plan of the department

Please note that due to the high volume of responses we receive, only successful applicants will be contacted.If youd like to learn more about this role, please get in touch with Natalie!Please only apply if you have the right to work in the UK.Devonshire is an equal opportunity employer and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status.

Keyskills :
Service DeskSQLSql ServerWindows Azure2nd Line