2nd Line Service Desk Analyst

2nd Line Service Desk Analyst

Job description

What are we looking for?

You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with an ability to work calmly and efficiently.

You will work proactively both independently and as part of a team delivering high quality outputs and driving operational and customer service excellence.

After a period of initial training, the role will require working as part of a 24x7 shift team (including bank holidays and out- of-hours)

- Application Maintenance / Support experience
- Experience of working in a IT Service Management environment and with ITIL
- Someone comfortable working with both Linux and Windows operating systems






- Someone that has the ability to diagnose issues in complex software applications by working through log files / interpretation of data
- Good SQL knowledge
- Good knowledge of IT networking

Job Description

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As a key player within the Service Delivery function, you will be involved in the maintenance, and support of our Warehouse Management and Terminal Operating Systems.

TBA are proud to play our part in supporting global trade and enabling supply chain operations of our customers in the UK.

To work within an ITIL best practice framework to provide Technical Application Support services for TBA Warehouse & Port Products & Services.

- Key Responsibilities;
- Triage of Support Calls
- Trouble shooting, diagnosing,





and resolving of application & database related technical issues within a SQL, Web & Server Process environment
- Being first point of contact via phone, email and customer portal. Managing customer liaison, pro-active feedback and responding to customer queries from ticket creation to resolution
- Assignment and follow-up with 2nd Line Application Support Engineers (Tier 2), Development Leads, and 3rd parties where necessary
- Flagging common issues for problem investigation and resolution
- Linking of recurring Incidents to open Problems
- Daily / weekly monitoring checks on customer systems as per schedule
- Logging and organising hardware maintenance incidents with 3rd party vendors
- Recurring activity / data requests from customers






- Review TBA Leicester’s 3rd party support contracts and flag when renewal is required
- Organise Escrow deposits
- Creating and championing Knowledge for common issues
- Maintaining system and operational documentation
- You will receive;
- Salary : £negotiable, depending on skills and experience
- Pension
- Private Health Insurance (BUPA
- Flexible / hybrid working culture
- Employee discount scheme with retailers
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▶️ 2nd Line Service Desk Analyst
🖊️ TBA Group
📍 Leicester