Job Description


2nd Line Technical Support

As an IT Command Centre Analyst - 2nd Line technical support you will help our customers build safer society. You will be an experienced technical support analyst and a clear and effective communicator with drive and integrity, specialising in infrastructure and monitoring technologies. You will perform a vital role monitoring core systems and the monitoring toolset to ensure capacity, performance and availability targets are met and maintained. Acting as a point of escalation for first line agents and responsible for resolution of incidents and requests.You will be used to working in a team of first/second line Servicedesk analysts, in different locations and with differing shifts, to deliver a superb IT service to stringent contractual requirements in a regulated and challenging business environment.​

Location: Manchester

24/7 Shift Pattern on Rota basis

What you'll be doing:

Provide support, guidance and an escalation service for first line servicedesk analysts
Responsible for ensuring that performance, availability and capacity monitoring tools are optimised and effectively reporting as designed
Take part in handover meetings at shift change, ensure that all live tasks are passed correctly
Work within the on-shift servicedesk team accepting queries, incidents and request via phone or electronic systems such as the servicedesk system (Service Now) e-mail, or in person
Ensure all incidents/requests/alerts are logged or acknowledged to contractual CDIs
Identify correct resolver groups and assign tickets according to defined processes and timescales
Monitor call queues to ensure all raised tickets are accepted and in progress with resolver groups
Ensure all tickets are closed once all pre-requisite processes have been completed
Take ownership of user problems and be proactive when dealing with user issues, managing all communication with the customer for incidents passed to 3rd line or other resolver groups
When required deputised for the shift leader taking full responsibility for providing the IT service to the business out of hours.What we're looking for:

Excellent and effective communication skills including written, verbal and presentational
Experience of ITIL, Technical Support, Service Delivery, performance analysis and reporting
Meticulous attention to detail and organisational abilities along with a superb level of customer service
Experience of supporting large multi-stream technical solutions
Technical knowledge and experience of networking, server estates, CRM systems, EUD, cyber security, monitoring, database and enterprise e-mail technologies
IT includes technologies used to support and deliver the networks, data centres, devices, desktop services, messaging, unified communications, mobility services, information technology security, and IT management systems (e.g. identity and access management) required to deliver information technology services
Security vetting level - SC EligibleAbout EMS

At the Electronic Monitoring Service (EMS), we're keeping the public safe. We're providing the Ministry of Justice with electronic monitoring services (including 'tagging') across England and Wales. Our technology is deterring individuals from breaking their curfews and places a stronger emphasis on rehabilitation. Join us and discover better as you pave the way for a safer society.

What's in it for you?

A competitive basic salary
23 days' holiday (rising to 27) with the opportunity to buy extra leave
Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technologyYou'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees