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- Tasks: Provide technical support for Warehouse Management and Terminal Operating Systems.
- Company: Join TBA Group, a leader in global trade and supply chain operations.
- Benefits: Enjoy flexible working, private health insurance, and employee discounts.
- Why this job: Be part of a dynamic team delivering excellence in customer service and IT support.
- Qualifications: Experience in helpdesk support, ITIL knowledge, and familiarity with SQL and networking required.
- Other info: Work in a 24x7 shift team, including bank holidays.
The predicted salary is between 28800 - 43200 £ per year.
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 ITIL.
Comfortable working with both Linux and Windows operating systems.
Ability to diagnose issues in complex software applications by analyzing log files and data.
Good SQL knowledge.
Good knowledge of IT networking.
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. TBA supports global trade and supply chain operations in the UK. You will work within an ITIL framework to provide Technical Application Support services for TBA Warehouse & Port Products & Services.
Key Responsibilities:- Triage of Support Calls
- Troubleshooting, diagnosing, and resolving application & database issues within a SQL, Web & Server environment
- First point of contact via phone, email, and customer portal; managing customer communication from ticket creation to resolution
- Coordinate with 2nd Line Support Engineers, Development Leads, and third parties as needed
- Identify recurring issues for problem investigation and resolution
- Link recurring incidents to open problems
- Monitor customer systems regularly
- Organize hardware maintenance with vendors
- Handle data requests and recurring activities from customers
- Review support contracts and flag renewals
- Organize Escrow deposits
- Create and maintain knowledge base articles for common issues
- Maintain system and operational documentation
What you will receive:
Salary: Negotiable based on skills and experience
Pension
Private Health Insurance (BUPA)
Flexible/hybrid working culture
Employee discount scheme with retailers
2nd Line Service Desk Analyst employer: TBA Group
Contact Detail:
TBA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role requires working within an ITIL framework. Understanding the key concepts and processes will not only help you in interviews but also demonstrate your commitment to service excellence.
✨Tip Number 2
Brush up on your SQL skills, as good knowledge of SQL is essential for diagnosing issues in complex software applications. Consider working on small projects or exercises that involve SQL queries to showcase your proficiency.
✨Tip Number 3
Gain hands-on experience with both Linux and Windows operating systems. If you don’t have access to a work environment, set up a home lab where you can practice troubleshooting and resolving issues on both platforms.
✨Tip Number 4
Network with professionals in the IT support field, especially those who work in similar roles. Engaging with others can provide insights into the job and may even lead to referrals, increasing your chances of landing the position.
We think you need these skills to ace 2nd Line Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise your familiarity with ITIL, SQL, and both Linux and Windows operating systems, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for providing excellent customer service and your ability to work under pressure. Mention specific examples of how you've successfully diagnosed and resolved technical issues in previous roles.
Showcase Your Technical Skills: Clearly outline your technical skills related to troubleshooting, diagnosing application issues, and your knowledge of networking. Use bullet points for clarity and ensure you relate them back to the job description.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a Service Desk Analyst.
How to prepare for a job interview at TBA Group
✨Show Your Customer-Focused Approach
Since the role requires a strong customer-focused mindset, be prepared to share examples of how you've successfully handled customer queries or issues in the past. Highlight your ability to remain calm and efficient under pressure.
✨Demonstrate Technical Proficiency
Brush up on your knowledge of both Linux and Windows operating systems, as well as SQL and IT networking. Be ready to discuss specific technical challenges you've faced and how you resolved them, especially in a helpdesk environment.
✨Familiarise Yourself with ITIL Framework
Understanding the ITIL framework is crucial for this position. Make sure you can explain how ITIL principles apply to service delivery and provide examples of how you've implemented these practices in previous roles.
✨Prepare for Shift Work Discussion
Since the role involves working in a 24x7 shift team, be ready to discuss your availability and willingness to work during bank holidays and out-of-hours. Show that you're flexible and committed to supporting the team whenever needed.
