2nd Line Support - ITIL
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Job Title: 2nd Line Support
Duration: 6 Months
Daily rate: Market Rate
Location: Amsterdam
Start: ASAP
Purpose of Role
To contribute to the objectives of the Service Operations area which are to:
* Increase Service Desk productivity and efficiency.
* Increase customer satisfaction.
* Improve customer productivity.
* Improve management information.
* Reduce annual operating costs.
You will provide desk side and on-site technical support for the IT services, and act as a local contact point for key customers e.g. Office managers, Facilities, 3rd Parties.
Responsibilities
o Receive assignments from originators
o Report all Incidents that are detected
o Analyse and interpret each work assignment
o Perform resolution actions, as applicable
o Assign all un-resolvable work assignments to appropriate support group
o Assign all completed work assignments back to originator
o Monitor progress on assigned contacts
o Document all activities performed on work assignments
o Maintain communications throughout the lifecycle of the work assignment
o Raise and/or update all relevant records and knowledge sources, as applicable
o Obtain confirmation of originator acceptance of work assignments
o Knowledge share with colleagues, as appropriate
o Feedback on quality of work assignment details to originators, as applicable
o Responsible for Installs, Moves, Additions and Changes.
o Relationship Management with key users and customers.
Key Skills
Essential:
o Accountability
* Own and track incidents to closure
* Ensures quality of information is recorded by all parties.
* Adheres to incident governance policies and SLAs.
o Communication
* Strong communication skills.
* Friendly, clear, concise and articulate (both spoken and written)
o Questioning
* Logical and methodical questioning technique gaining a timely understanding of the symptom.
o Analytical
* Must demonstrate a depth of knowledge of the business to resolve problems first time.
* Must be able to demonstrate techniques to trouble shooting, applying workarounds where required.
* Ability to analyse, multiple facts to formulate conclusions and decide on next steps.
* Informative - provide clear feedback to the customer.
* Feedback - Provide clear feedback to ensure 1st and 3rd level support has the correct information.
o Organisation
* Ensure that time is managed carefully and activities prioritised accordingly.
* Be able to support and coach team members to aid resolutions of incidents
* Support and maintain the incident management processes and supporting documentation.
* Flexibility in working hours and office locations.
* Multi-tasking - able to work on several activities simultaneously.
o Language
* Fluent in English due to European wide 1st line support
* Desirable to speak other European languages.
Knowledge
o Technical Awareness
* IT services (technical) - Depth and breadth of technical knowledge is essential to demonstrate ability to perform 2nd level support.
* IT organisation
* IT processes (ITIL foundation)
o Business Awareness
* user empathy
* processes and activities
* applications and services
* culture (foreign countries)
o Support Tools
* telephony
* service management (e.g. WITS) technical support (e.g. remote access)
