Level 2 Support Analyst – Fixed Term Contract
My client is a leading business and technology operations subsidiary of a U.S financial services provider with offices throughout the U.S, Europe, and Asia. They are currently on the lookout for a Level 2 Support Analyst to join their team based in Donegal
Core hours are 8am – 5pm (EST) however this is part of an overall service so there will be a need to work alternative shifts on a periodic basis. The successful candidate must be capable of working independently or as part of a team.
Apply for the Level 2 Support Analyst role above or contact Helen Gillbanks for more information.
Responsibilities of the Level 2 Support Analyst role:
• Customer (Internal/External) Relationship Management as and if appropriate
• Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account
• Deliver Critical Incident Management in line with the SLAs and deliverables – Incident Management process, through all stages if the incident lifecycle
• Submission and Management of requests received
• Customer Relationship Management as and if appropriate
• Effectively manage Customer Service Level Agreements (SLA’s)
• Deliver escalated Incident Management in line with agreed support expectations
• Manage all critical incidents (Priority 1) for All applications through to resolution
• Clearly identify and document at case resolution, immediate fix, root cause if known or next steps for investigation and preventative actions to be taken
• Clearly identify and document knowledge
• Identify operation Improvements
• Effectively accesses internal resources to expedite solution-related activities or events
• Ensure customer satisfaction and optimum engagement relationships to build and maintain business within the account

Required Skills and Experience for the Level 2 Support Analyst role:
• Helpdesk experience working in a technical support role Tier 1 and Tier Two
• Degree or Certificate in I.T. or related discipline is preferred
• ITIL certifications
• At least 1 to 2 years’ experience with effective problem solving and acute attention to detail
• Escalation point for the team for any major technical issues/trouble shoot complex issues
• Proven strong written and verbal communication and interpersonal skills
• Proven ability to work well with technical and non-technical staff across numerous areas
• Ability to multitask and manage priorities with little supervision
• Must be able to remain focused and deliverable-oriented while working independently
• Ability to adapt and respond to changes in environment and priorities
• Ability to highlight and communicate the key components in an area
• Ability to identify and provide training for the team on a gap analysis basis
• Ability to lead, coordinate and manage projects
• Suggest and implement Process Improvements and Innovations
• Consistent problem-solving ability with acute attention to detail
• Able to demonstrate initiative, creativity, and analysis skills

#Level2 #Support #Analyst

If you are happy to be represented by Solas and be put forward for this role (or would like more information) please email me with your CV via the link, indicating if wish to be represented by Solas. Alternatively please call me (T: 00 353 1 5367388)

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