Business Systems Support (2nd Line)

We are looking for Business System Support (2nd Line) to support bpha's internal customers, assisting them with IT software problems in person, via telephone, email and social media. You will work with the Business System Team Leader, looking at continuous ways to improve IT applications for customer satisfaction, efficiency and innovation across the business. You will assist in the delivery of strategic and IT plans that meet the business's short- and long-term objectives. What you will be doing:

• Respond to and provide IT support for bpha's internal and occasionally external customers during office hours
• Maintain a high degree of customer Service for all support queries and adhere to all service management processes (Incident, Change and Problem Management)
• Be a point of escalation for more complex support tickets from 1st Line Analysts
• Follow the Incident, change and problem Lifecycles for assigned IT tickets, where appropriate
• Perform regular software Maintenance when required on bpha assets, including following vulnerability management processes to ensure IT Compliance and security is maintained.
• Create and update software Asset Management Database items including auditing and tracking assets
  
  Experience of working in a customer facing environment
• Proven experience within Service Desk or Supporting role
• Experience of deploying, supporting and managing business applications
• Excellent communication skills - both written and verbal
• Ability to diagnose and resolve problems / troubleshooting technical issues
• Document technical processes and provide where appropriate training for peers.
• Ability to add value to processes and system use through rationalisation or suggestion of improvements
• It would be desirable, but not essential if you had: Microsoft Certified Technical Specialist, Customer Service qualification or ITIL qualification.
  
  A competitive salary
• 28 days holiday PLUS Bank Holidays
• A generous contributory pension scheme
• Private health care
• Free life assurance
• Access to an extensive suite of wellbeing services and tools including a digital gym
• Opportunities for learning and development
• Discounted gym membership
• Retail discount scheme