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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. 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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  3. 2nd Line (Desk Side) Support

    London | £26000 per annum + bens | From Refreshing Recruitment

    Seeking a passionate technician with great interpersonal / customer service skills to provide 2nd Line Support with Windows 7, Office 2010 and Active Directory. 2nd Line Desk Side Support Analyst,... sought by Global NGO / Charity, based in Central London. 1,000+ users. Customer service excellence is a must. The 2nd Line Desk Side Support Analyst manages Incidents or Service Requests that cant be resolved by 1st line. Core Technical skills: Windows 7 Office 2010 Active Directory Office 365 and Microsoft Lync - advantageous. ITIL - advantageous 35 hour working week. 25 days holiday (rises to 31 days with service). Focused training and staff development, including bursary schemes are readily available. Base salary is £26,000 plus a comprehensive benefits package. Sparked an... More

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  4. 2nd Line (Desk Side) Support

    South West London | £26000 per annum + bens | From Refreshing Recruitment Ltd

    Seeking a passionate technician with great interpersonal / customer service skills to provide 2nd Line Support with Windows 7, Office 2010 and Active Directory. 2nd Line Desk Side Support... Analyst, sought by Global NGO / Charity, based in Central London. 1,000+ users. Customer service excellence is a must. The 2nd Line Desk Side Support Analyst manages Incidents or Service Requests that cant be resolved by 1st line. Core Technical skills: Windows 7 Office 2010 Active Directory Office 365 and Microsoft Lync - advantageous. ITIL - advantageous 35 hour working week. 25 days holiday (rises to 31 days with service). Focused training and staff development, including bursary schemes are readily available. Base salary is £26,000 plus a comprehensive benefits package... More

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  5. 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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  6. 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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  7. 2nd Line Engineer - Contract - Bracknell

    Bracknell | £14 - £15 per hour | From Austin Fraser

    2nd Line Engineer- Contract - 3 months Austin Fraser are looking for a 2nd Line Engineer to join our client based in Bracknell. The 2nd Line Engineer will be working with the existing team to... provide support to the 2500 users on site both remotely and deskside. The role can be varied but you will need to have exceptional customer service skills and have very good communication skills. In addition, you should have experience with the following technologies: - Windows XP/7 - Active Directory - Office 2010 - Exchange 2010 - VPN - Cisco If you are interested in the position then please send me an up to date CV. As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology... More

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  8. 2nd Line Support Analyst - Windows Server 2003/2008, VMware. Hyper-V

    Oxford | From £150 to £190 per day | From Stott & May

    2nd Line Support Analyst - Windows Server 2003/2008, VMware. Hyper-V, Networking Oxford based client is looking for a 2nd  Line Support Analyst ( Windows Server... 2003/2008, VMware. Hyper-V, Networking) t o start ASAP This is an initial 3-6 month contract paying £150 - £190/day (may be flexible) The 2 nd Line Support Analyst ( Windows Server 2003/2008, VMware. Hyper-V, Networking) will have excellent communication and customer service skills. You will provide 2 nd line Support to over 400 users across multiple locations and sites. You will also be working with Windows Servers and infrastructure. Technical skills required as a 2 nd Line Support Analyst ( Windows Server 2003/2008, VMware. Hyper-V... More

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  9. 1st / 2nd Line Support Engineer - MS Server, Active Directory

    Preston, Lancashire | Up to £18,000 DOE | From Web Recruit Ltd

    1st / 2nd Line Support Engineer - MS Server, Active Directory Preston, Lancashire Up to £18,000 DOE Our client is a Northwest based IT company that offers IT support, bespoke cloud hosted services... of working within a customer service environment - Experience of providing technical support at 1st line or above - Windows 7 and Windows Server 2008 and above support experience - A basic working ... be an added advantage. To apply for the role of 1st / 2nd Line Support Engineer, please apply via the button shown. This vacancy is being advertised by Web Recruit Ltd. The services advertised by ... and network and telecom's installations. They are now undergoing a period of growth in both these areas and are looking for a 1st / 2nd Line Support Engineer to join their team. This is the ideal... More

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  10. 2nd Line Support Engineer

    Manchester | - £17k-£19k | From Lorien Resourcing

    2nd Line Support Engineer required for a large blue chip company, providing 2nd line technical support, (fixes/preventive actions). To support the smooth running of the Service. Successful... of Commander telephone systems and ITIL. The desk is also responsible for change and asset administration, service control and 2nd line desktop team all co-locating and all roles will be blended to ... candidates must have experience Windows 7, Citrix and Exchange Administration and in a Service Desk/Customer Service environment. Must have proficient experience with Microsoft Outlook, Excel ... work on a rota basis). A great opportunity to be involved with a new exciting customer and approach to service delivery. Candidates must be willing and eligible for Security Clearance (candidates... 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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