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  1. 2nd Line Technician - Customer Service / MSCE / Microsoft Office

    London | From £175 to £200 per day | From PTS Consulting

    2 nd Line Technician - Customer Service / MSCE / Microsoft Office PTS are working with our client who are looking to add an experienced 2 nd Line Technician to their London based team.... of working hours in order to support upgrades and some minimal travel involved with this role. Role requirements . Provide a high level customer service at all times ... . This is not an exclusive list. This job was originally posted as www.totaljobs.com/JobSeeking/2nd-Line-Technician--Customer-Service--MSCE--Microsoft-Office_job59239402 ... This role will provide support and guidance to a variety of users by phone, email and face to face. Due to this, previous experience in a customer facing support role will be of benefit to this... More

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  2. 2nd Line Support / Second Line Supprt

    High Wycombe | £25000 - £32000 per annum | From Capita Resourcing - IT Resourcing

    Linux / MS Windows / HTML / XML / Java / Support / ITIL 2nd Line Support Analyst to work for a global organisation. Our customer is an industry leader in their field and due to new projects they... are now seeking a 2nd Line Support Analyst to join their team based in High Wycombe. The ideal 2nd Line Support Analyst MUST be prepared to have 6 weeks training in the USA. The nature of the role will be to work as a team to provide 2nd Line support to customers, internal users and also users based remotely and at other sites. You will be providing 2nd Line support around various software ... skills A team player Knowledge of server application support and administration The ideal candidate will have 2nd Line Support experience coupled with experience of supporting customers... More

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  3. 2nd Line Support Analyst - Surrey

    Surrey | From £23,000 to £28,000 per annum | From Millshill Recruitment Ltd

    2nd Line Support Analyst - Surrey  Windows Server, Active Directory, Exchange, VMware, vSphere, Citrix, XenApp, XenDesktop.  My client are a leading Surrey based IT services... 2nd line support analyst with strong communication skills both in person and over the phone. The  2nd Line Support Analyst will have a solid array of 2nd line Infrastructure support skills across a range of technologies such as VMware, Windows Server, Citrix etc. The 2nd Line Support Analyst will be working both from my clients Surrey office and the service Desk and out on customer sites in a field engineering capacity, these sites are mainly around the Gt London area. Should the 2nd Line Support Analyst have any of the following certs (VCP, CCA, MCSE/MCITP) that would be a great bonus... More

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  4. Service Desk Analyst - 2nd line

    Altrincham | £23k - 24k per year | From 360 Resourcing Solutions

    Service Desk Analyst - 2nd line My client are a leading Web development company who a looking for an experienced and passionate Service Desk Analyst (2nd line) to join a team of support... Engineers ensuring all technical problems are solved and KPI's are met by the team. The Service Desk Analyst (2nd line) will join a team a Service Desk of 6 covering predominantly 2nd Line Technical support for customers. You must be passionate about delighting customers, an excellent problem solver and be self-directed. The Service Desk Analyst (2nd line) and the team will support ... written and verbal communication skills. This is a fantastic opportunity for the right Service Desk Analyst (2nd line) to join an award-winning Web Development company at the right time. With... More

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  5. Service Desk Analyst - 2nd line

    Altrincham | £23k - 24k per year | From 360 Resourcing Solutions Ltd

    Service Desk Analyst - 2nd line My client are a leading Web development company who a looking for an experienced and passionate Service Desk Analyst (2nd line) to join a team of support... Engineers ensuring all technical problems are solved and KPI's are met by the team. The Service Desk Analyst (2nd line) will join a team a Service Desk of 6 covering predominantly 2nd Line Technical support for customers. You must be passionate about delighting customers, an excellent problem solver and be self-directed. The Service Desk Analyst (2nd line) and the team will support ... - Finding ways to improve the overall customer experience - Providing feedback on our products from a customer and technical perspective The successful Service Desk Analyst (2nd line) will have... More

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  6. Helpdesk Analyst - 2nd Line

    Central London / West End | £25000 - £30000 Per Annum | From Clearwater People Solutions

    Our client is currently recruiting for a Helpdesk Analyst / 2nd Line Support Analyst to work in Central London. The strong Helpdesk Analyst / 2nd Line Support Analyst will have solid experience... working with Outlook, Active Directory and Exchange, you will also have experience of supporting Apple and Macs. The established Helpdesk Analyst / 2nd Line Support Analyst will have supported to a 2nd line level and will have experience of working within a pressured fast paced environment where you will be responsible for working closely with all levels of the business. You will have ... a customer service driven organisation. A computer related qualification (preferable). Experience and good practical knowledge of business systems. Please apply for details This job was originally... More

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  7. 2nd Line Support Engineer/ Desktop/ Windows/ Contract

    City | £200 - £250 per day | From Capita Resourcing - IT Resourcing

    2nd Line Support Engineer/ Desktop/ Windows/ Contract My blue Chip organisation based in Central of London is looking to grow their team considerably due to expansion over the last year. They... are the market leaders within their field and now urgently require two 2nd Line Support Engineers to join their desktop team. As a 2nd Line Support Engineer you will be responsible for providing an effective support service, delivering prompt problem resolution and satisfactory outcomes to employees and customers. In order to be considered for the position of a 2nd Line Support Engineer ... software. 2nd Line Support Engineer/ Desktop/ Windows/ Contract Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual... More

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  8. 1st Line Support Analyst

    Bedford | From £15,000 to £16,000 per annum | From BPM Tech

    1st line support Analyst/ 2nd line support Analyst/ IT Helpdesk/ Customer Services/ ITIL My client a national market leader requires a 1st line Support Analyst to join a team of professionals. ... experience within a helpdesk, customer service or IT based position would be highly desirable * To achieve customer satisfaction by delivering a timely, efficient, quality support service which gives accurate, helpful and appropriate user education My client offers a great opportunity to learn, develop and progress. 1st line support Analyst/ 2nd line support Analyst/ IT Helpdesk/ Customer Services ... Working to ITIL, SLA's and KPI's, the position is a customer focused IT positions and the Support Analyst will be responsible for: * Receiving, logging and processing customer enquires via phone... More

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  9. 2nd Line Support - Service Desk Analyst - Desktop & Remote Supp

    City | £21000 - £23000 per annum | From Senitor Associates

    2nd Line Support - Service Desk Analyst - Desktop & Remote Support Windows / AS / Exchange / Lync / Office 365 Beneficial London - Salary range £21,000 - £23,000 A growing managed services... experience with Office 365 and Lync is extremely beneficial, so apply now if you have these skills! Key Skills: ** 2nd Line Support experience **Excellent customer service / client facing skills ... company based in London are seeking a Service Desk Analyst / 2nd Line Support Engineer to join their expanding team. My client is looking for someone with previous experience in 1st / 2nd Line Support who is looking for an exciting and challenging new role. Within this role you will be working with Active Directory, Exchange and Windows and should have experience providing 2nd line support in... More

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  10. Service Desk Analyst - 2nd line

    Altrincham | £23k - 24k per year | From 360 Resourcing

    Service Desk Analyst - 2nd line My client are a leading Web development company who a looking for an experienced and passionate Service Desk Analyst (2nd line) to join a team of support... Engineers ensuring all technical problems are solved and KPI's are met by the team. The Service Desk Analyst (2nd line) will join a team a Service Desk of 6 covering predominantly 2nd Line Technical support for customers. You must be passionate about delighting customers, an excellent problem solver and be self-directed. The Service Desk Analyst (2nd line) and the team will support ... written and verbal communication skills. This is a fantastic opportunity for the right Service Desk Analyst (2nd line) to join an award-winning Web Development company at the right time. With... More

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Second line customer service support handle queries from first line advisors, and usually require a level of technical expertise in the sector that they work in.

Who can I work for?

Most industries have positions available for second line customer service assistants but there is particularly high demand for them in companies dealing with IT, electrical goods and communications.

Where and when can I work?

The majority of positions are office-based and you will work standard office hours of 9am – 5pm Monday to Friday. Some out of hours work may be required if you are needed to undertake work on site.

What can I earn?

Salary is dependant on the sector you work in and where you are based in the country but you can expect to start on around £20,000.

What are the benefits?

Many organisations will offer a benefits package alongside your salary, such as a pension scheme and healthcare.

Are there chances of promotion?

You can move on to third line customer support, which could see you visiting client and customer premises to work with them directly. You can also progress to team leader and supervisory roles, and eventually into management.

What will I be responsible for?

You will be responsible for handling escalations from customers and the first line team plus liaising with higher-level support and third party partners to deliver effective solutions to customer issues. You might also be responsible for the creation and testing of new products as requested by the product manager, other business areas or external customers.

Do I need any experience?

A background in first line customer support is beneficial as is proven problem-solving skills and, in some industries, technical knowledge. For example, if you are providing support for a computer package it will be essential that you know the product inside out.

What attributes are needed?

You will need to have excellent interpersonal skills and the ability to translate technical information into layman's terms. Excellent problem-solving skills, a tenacious attitude and flexibility is also desirable in this role.

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