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2nd Line Support Analyst

Job Reference: SLSN/16267AD

Salary: £25000 - £28000 Per Annum Great Benefits

Salary per: Annum

Job Duration:

Vacancy Posted: 09-04-2019

Contract Type: Permanent

Location: England, Newark-on-Trent, Nottinghamshire

2nd Line support required for a leading client in Newark to join them on an exciting permanent basis

Job Purpose

To action IS Service and Operational activities facilitating availability of IS systems and supporting services.

Job Dimensions

Manage Server, Network and Application Monitoring. WAN, LAN for multiple locations; 100s servers and 12 core applications.

Cover Servicedesk activities through ticket assignment and ticket triage. In the region of 9000 tickets per annum.

Provide First Line support responding to computer systems alerts and issues. 300 incidents per annum.

Provide Second Line support dealing with Incidents and Service Requests. 500 tickets per annum.

Responsible for 5 core internal processes managed with the Service Management function

Manage Backup Monitoring of servers and Restore Procedures. Administration of 10 TSM backup servers backing up 300 servers.

Skills & Knowledge

Ability to work on own initiative and as part of a team, on multiple tasks, to plan and prioritise workload to achieve tight deadlines.

Excellent customer relations skills (including managing expectations)

Ability to communicate clearly and effectively at all levels, both verbally and in writing.

Proficient and confident working with corporate email and Microsoft Office environments.

Good attention to detail/Analytical

Knowledge of Windows Server environment

Knowledge of Unix/Linux environments.

Knowledge of a Monitoring tool

Knowledge of an enterprise backup tool

Knowledge of a Servicedesk ticketing system

Knowledge of Windows Desktop environment


Understanding of an Automating or Scripting tool

Understanding of MQ environments

Understanding of Network Technologies (Local and Wide Area Networks)

Understanding of ITIL

Experience required

1-2 Years working in a corporate IT or Customer Services environment.

1-2 Years Servicedesk experience.

1-2 Years Customer facing /telephone experience

Benefits include a defined contribution pension scheme (provided by Standard Life), life assurance cover and 33 days holiday per year (inclusive of national bank holidays) to name a few

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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