2nd Line Service Desk Analyst

2nd Line Service Desk Analyst, Leicester

Client:

TBA GroupLocation:

LeicesterJob Category:

OtherEU work permit required:

YesJob Reference:

e57ac9ad906eJob Views:

11Posted:

12.08.2025Expiry Date:

26.09.2025Job 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).Experience of working in an IT Service Management environment and with ITILComfortable working with Linux and Windows operating systemsAbility to diagnose issues in complex software applications by working through log files / interpretation of dataGood SQL knowledgeGood knowledge of IT networkingAdditional Responsibilities

As 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 and Port Products and Services within an ITIL framework.Key Responsibilities

Triage of support callsTroubleshooting, diagnosing, and resolving application and database related issues within SQL, Web, and Server environmentsFirst point of contact via phone, email, and customer portal, managing customer liaison from ticket creation to resolutionFollow-up with Tier 2 support engineers, development leads, and third partiesIdentify and report recurring issues for problem investigationMonitor customer systems regularlyManage hardware maintenance incidents with vendorsHandle data requests and recurring activities from customersReview third-party support contracts and organize escrow depositsCreate and maintain knowledge base articles and documentationWhat You Will Receive

Salary: Negotiable based on skills and experiencePensionPrivate Health Insurance (BUPA)Flexible/hybrid working cultureEmployee discount scheme with ..... full job details .....