2nd Line IT Support Analyst

Position: IT Support Analyst - 2^nd line Contract Type: Permanent / full-time - 3 days per week in the office Location: Ryton on Dunsmore Why choose DHL eCommerce UK? Want to work for one of the UK's best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4^th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more! About the role: Responsible for the day to day 2nd line support of a range of bespoke Applications and Windows based systems, supporting both internal and external customers. Working in a fast paced environment you will be responsible for driving performance improvements and efficiencies against agreed Service Level Agreements (SLA's) and in line with Company processes and procedures. Key Responsibilities:

• Provide 2nd line support for a range of bespoke in-house Applications and Microsoft Office Applications.
• Configuration of PC hardware including networking.
• Perform installations and upgrades on systems for both internal and external customers.
• Collaborate closely with 3rd line support to address and resolve escalated incidents.
• Support the resolution of 3rd line support incidents and, when needed, assist the Service Desk during busy periods.
• Compliance to Service Management principles as defined by the Head of IT Operations & Service Delivery.
• Ensure that all necessary steps are taken and that users are kept up to date on progress at regular intervals, through to resolution to the end user's satisfaction.
• Collaborate with service providers and suppliers to ensure swift resolution of incidents and problems
• Identify and communicate areas for continuous service improvement through the appropriate channels.
• Carry out root cause investigations to drive root cause resolutions.
• To ensure that all calls are updated on the call logging system in line with the Company processes and procedures.
• Ensure that all call notes are clear, concise, legible and cohesive.
• Create and maintain knowledge base documentation in accordance with company documentation standards.
• Provide necessary IT training, support, and advice to end users, and refer them to other departments when appropriate.
• Ensure adherence to the correct incident escalation processes and communicate them, when necessary, to IT Support Teams, Service Management, IT Management, partners, and the business.
• Respond and handle all incidents and requests according to agreed Operating Level Agreements (OLA's) and Service Level Agreements (SLA's)
• Collaborate effectively and productively with 3rd line support teams.
• Provide support and assistance for all IT equipment and applications provided by the company.
• Ensure that Asset Management records are kept up to date, in line with Company Policies and Procedures
• Follow Service Management processes and procedures during major incidents.
• Ensure that all monitoring tasks and system checks are carried out in accordance with Company processes and procedures.
• Carry out cross-training to the Service Desk to assist in the improvement of first time fixes.
• Provide on-call coverage on a shift basis according to company requirements.
The ideal candidate will have:
• Demonstrable experience within a Technical role.
• Proven experience in managing high priority IT business related issue and communicating to the business as well as IT Teams on these types of issues.
• Have 2 years experience as a Service Desk Analyst or in another IT Support role.
What about career development? We take every employee's career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone's voice is heard, so you can shape your future career path at DHL eCommerce UK. Our approach to Diversity and Inclusion As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day. We're committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK. #LI-eUK


• Demonstrable experience within a Technical role.
• Proven experience in managing high priority IT business related issue and communicating to the business as well as IT Teams on these types of issues.
• Have 2 years experience as a Service Desk Analyst or in another IT Support role.
  
  We take every employee's career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone's voice is heard, so you can shape your future career path at DHL eCommerce UK.
Our approach to Diversity and Inclusion As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day. We're committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.

Want to work for one of the UK's best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4^th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!