Support Analyst L2

Summary of the position The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency. Key accountabilities Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem. Recommends changes to resolve recurring issues. Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned. Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage). Ensures all calls logged are clearly written so that any team member can understand the issue.…