Job Title

2nd Line Service Desk Analyst, LeicesterClient:TBA Group Location:Leicester Job Category:Other EU work permit required:Yes Job Reference:e57ac9ad906e Job Views:11 Posted:12.08.2025 Expiry Date:26.09.2025 Job DescriptionWhat 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). Experience of working in an IT Service Management environment and with ITIL Comfortable working with Linux and Windows operating systems Ability to diagnose issues in complex software applications by working through log files / interpretation of data Good SQL knowledge Good knowledge of IT networking Additional ResponsibilitiesAs a key player within the Service Delivery function, you will be involved in the maintenance and support of Warehouse Management and Terminal Operating Systems. The role involves providing Technical Application Support services for TBA Warehouse & Port Products & Services within an ITIL framework. Key ResponsibilitiesTriage of support calls Troubleshooting, diagnosing, and resolving application & database related issues within SQL, Web, & Server environments First point of contact via phone, email, and customer portal, managing customer liaison from ticket creation to resolution Follow-up with Tier 2 support engineers, development leads, and third parties Identify and report recurring issues for problem investigation Monitor customer systems regularly Manage hardware maintenance incidents with vendors Handle data requests and recurring activities from customers Review third-party support contracts and organize escrow deposits Create and maintain knowledge base articles and documentation What You Will ReceiveSalary: Negotiable based on skills and experience Pension Private Health Insurance (BUPA) Flexible/hybrid working culture Employee discount scheme with retailers#J-18808-Ljbffr