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- Tasks: Provide 2nd line ICT support and manage software/hardware solutions.
- Company: Join a dynamic team focused on enhancing key policing systems.
- Benefits: Enjoy flexible working hours and opportunities for skill development.
- Why this job: Be part of a supportive culture that values collaboration and technical growth.
- Qualifications: Technical skills in a Windows environment; customer-focused attitude required.
- Other info: Opportunity to work closely with stakeholders and third parties.
The predicted salary is between 30000 - 42000 £ per year.
The role will be responsible for providing 2nd line ICT technical support across the business. The postholder will be responsible for the management and upkeep of various software and hardware solutions across the estate. They will utilise their technical competencies within a Windows environment to ensure the availability and enhancement of key policing systems.
- Provide 2nd line support in a calm, professional and customer focused manner, adhering to SLAs to support internal customers throughout the business.
- Support the implementation of system changes, migrations and upgrades in-line with a change control process, enhancing existing services to meet or exceed agreed service levels. Conduct testing of new releases in a controlled environment before migrating to live.
- Take ownership of tickets escalated from Service Desk and manage them throughout their lifecycle. Ensure relevant stakeholders are kept informed at all stages.
- Deploy approved hardware and software across the Business following agreed practices, ensuring adherence to security procedures.
- Support a range of applications across a defined portfolio, and assist in incident and problem resolution across the Business. Fulfil service requests, using escalation procedures when required in accordance with ITIL.
- Collaborate, define and share knowledge, learning from others to develop technical skills in order to provide resilience in key areas. Create and maintain support documentation, enabling resiliency and knowledge transfer within the team. Define and maintain Knowledge Articles to enable the cascading of information to the Service Desk.
- Work closely with 3rd parties and stakeholders to build strong relationships. Achieve swift resolutions to incidents requiring escalating outside of the ICT department.
- Contribute towards scheduling, testing and the execution of releases of software, ensuring all parties are kept informed throughout and escalating where required.
- Responsible for maintaining accurate Asset information for specific services, and contribute to maintaining accuracy across all ICT assets following defined procedures.
- Work flexibly to provide support within core hours year-round, ensuring support is available to the Business during periods of high demand.
2nd Line Application Analyst employer: 2MRW GROUP LIMITED
Contact Detail:
2MRW GROUP LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Application Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role heavily relies on ITIL practices for incident and problem management. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to structured support processes.
✨Tip Number 2
Brush up on your technical skills related to Windows environments and common software applications used in policing systems. Being able to discuss specific tools and technologies during your conversation will show that you're prepared and knowledgeable.
✨Tip Number 3
Prepare examples of how you've successfully managed escalated tickets or incidents in previous roles. Highlighting your problem-solving abilities and customer service focus will resonate well with the hiring team.
✨Tip Number 4
Network with current or former employees in similar roles, if possible. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach during the application process.
We think you need these skills to ace 2nd Line Application Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in providing 2nd line ICT support. Emphasise your technical competencies within a Windows environment and any previous roles where you managed software and hardware solutions.
Craft a Strong Cover Letter: In your cover letter, express your passion for technology and customer service. Mention specific examples of how you've adhered to SLAs and supported system changes or upgrades in past roles.
Showcase Problem-Solving Skills: Include examples in your application that demonstrate your ability to take ownership of escalated tickets and manage them effectively. Highlight your experience with incident and problem resolution, especially in line with ITIL practices.
Highlight Collaboration Experience: Mention any experience working closely with third parties and stakeholders. Discuss how you've built strong relationships to achieve swift resolutions to incidents, as this is crucial for the role.
How to prepare for a job interview at 2MRW GROUP LIMITED
✨Show Your Technical Skills
Be prepared to discuss your technical competencies, especially within a Windows environment. Highlight any relevant experience you have with software and hardware solutions, as well as your familiarity with ICT support processes.
✨Demonstrate Customer Focus
Since the role requires providing 2nd line support in a calm and professional manner, be ready to share examples of how you've successfully handled customer queries or issues in the past. Emphasise your ability to adhere to SLAs and maintain a customer-centric approach.
✨Discuss Change Management Experience
Talk about your experience with system changes, migrations, and upgrades. Be specific about your role in these processes and how you ensured that services met or exceeded agreed service levels. Mention any testing you conducted before going live.
✨Highlight Collaboration Skills
The job involves working closely with 3rd parties and stakeholders, so it's important to demonstrate your ability to build strong relationships. Share examples of how you've collaborated with others to achieve swift resolutions to incidents or improve processes.
