Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support, manage incidents, and enhance service delivery.
- Company: Join Mobysoft, a leading data-analytics partner in the social housing sector.
- Benefits: Competitive daily rate and opportunity to work in a dynamic environment.
- Why this job: Be part of a fast-growing B2B SaaS company driven by a 'tech for good' ethos.
- Qualifications: Experience in IT service delivery, exceptional customer service, and troubleshooting skills required.
- Other info: Office-based role in Manchester City Centre with an ASAP start.
The predicted salary is between 30000 - 42000 £ per year.
2ND LINE SUPPORT ANALYST
6 MONTH CONTRACT & COMPETITIVE DAILY RATE
(Manchester City Centre, office based & start ASAP ! )
Leading data-analytics partner to the social housing sector Mobysoft is currently going through an exciting period of growth. As part of this expansion of the business, we’re looking to recruit a 2nd line Support Analyst on a contract basis to join our dynamic in-house support function.
This is a great opportunity for an Individual with strong experience working within a Service orientated Service Desk environment with a solid understanding of Windows Platforms. Working with the IT service team and overseeing daily support issues, the person will have the ability and accountability to manage more complicated incidents and difficulties.
This is an exciting contract role in a fast growing and successful B2B SaaS business that is driven by its ‘tech for good’ ethos.
WHAT YOU WILL DO:
- 1st and 2nd Line IT Support (Helpdesk and Deskside)
- User administration within Microsoft 365 environments
- Provide exceptional Service Support and Customer Service to the Business, via Deskside Support, Service desk ticket system.
- Provide solution(s)/work around(s) to Incidents and Problems
- Create, manage and evolve Polices, Processes and Procedures
- Work to SLA thresholds for incident(s), request(s) and problem(s)
- Work with a variety of Business and Technical teams to enhance service.
- Supporting Users on both hardware software applications
- Desktop \\ Laptop Builds
- Desk deployments Skills
- Prioritising and managing workload effectively, managing several open
- Incidents/Problems and mini projects simultaneously
- Systems & Performance monitoring
- Trend Analysis and Problem management
- Establishing and keeping excellent working relationships with the Business and 3rd parties
- Review of Services, Application delivery, patching and Anti-Virus & ensure proper standards and procedures are adhered to during the development process.
WHAT YOU WILL BRING:
- Active Directory user and computer administration
- Exceptional Incident Management skills with the ability to find root cause and apply solutions to resolve.
- Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to find root cause and suggestions for solution.
- Exceptional Customer Service skills
- Proven experience working within IT service delivery.
- Excellent troubleshooting and critical thinking skills
- Excellent ability to transfer knowledge within a team.
- MS365 Endpoint administration
- Salesforce system administration
- General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
- ITIL Certified
- Policy management
WHO WE ARE
Founded in 2003, Mobysoft provides data-based insight solutions to a wide range of social housing clients, supplying technology to help landlords to improve their income-collection processes for the good of all involved. Mobysoft delivers two market-leading products, which help keep tenants housed in a home they can enjoy and simultaneously improves rent collection for the long term good of the organisation.
Our vision is working towards a world in which intelligent technology significantly improves the quality of life for people who live in social housing and our mission is delivering accurate actionable data insights that help social housing providers to deliver a more consistent and equitable service to their tenants.
If you are interested and would like to know more then please apply ASAP to: simone.ryan@mobysoft.com
2nd Line Support Analyst employer: Mobysoft
Contact Detail:
Mobysoft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Familiarize yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365 and Salesforce. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Highlight your experience in incident and problem management during any conversations or interviews. Be prepared to discuss specific examples where you've successfully resolved complex issues, as this is a key requirement for the role.
✨Tip Number 3
Showcase your customer service skills by preparing anecdotes that demonstrate your ability to handle difficult situations with users. Mobysoft values exceptional service, so illustrating your commitment to customer satisfaction will be beneficial.
✨Tip Number 4
Network with current or former employees of Mobysoft on platforms like LinkedIn. Gaining insights into the company culture and expectations can help you tailor your approach and make a strong impression during the application process.
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a 2nd Line Support Analyst. Familiarize yourself with the key skills mentioned in the job description, such as incident management, customer service, and troubleshooting.
Tailor Your CV: Customize your CV to highlight relevant experience in IT support, particularly in service desk environments. Emphasize your skills in Windows platforms, Microsoft 365, and any relevant certifications like ITIL.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technology and your commitment to providing exceptional customer service. Mention specific examples from your past experiences that demonstrate your problem-solving abilities and teamwork.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep your application top of mind for the hiring team.
How to prepare for a job interview at Mobysoft
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows platforms, Microsoft 365, and any relevant troubleshooting you've done. Highlight specific incidents where you successfully resolved issues, as this will demonstrate your capability in a 2nd Line Support role.
✨Emphasize Customer Service Experience
Since exceptional customer service is crucial for this position, share examples of how you've provided outstanding support in previous roles. Discuss your approach to handling difficult situations and maintaining positive relationships with users.
✨Demonstrate Problem-Solving Skills
Prepare to talk about your problem management skills. Be ready to explain how you identify root causes and implement solutions. Use specific examples to illustrate your methodical approach to resolving complex issues.
✨Familiarize Yourself with Company Values
Research Mobysoft's mission and values, especially their 'tech for good' ethos. Be ready to discuss how your personal values align with theirs and how you can contribute to their vision of improving the quality of life for people in social housing.
