2nd Line Tech Bar Analyst - Swindon, United Kingdom - UK Shared Business Services Ltd

Tom O´Connor

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Tom O´Connor

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_Do you have an in-depth knowledge of hardware for Macs, Windows and Mobile Devices?_

If you answered yes to both of these questions, this role could be perfect for you
Our Digital & Information (D&I) team are looking for someone to them as a 2nd Line Tech Bar Analyst.

Salary £24,186, full time, working in our Swindon Office.


To provide walk-up 1st and 2nd line support to our customers that can be resolved within short timeframe and do not require technical actions to resolve/provision.

The objective is to find the quickest route to get the user back to work with the most appropriateuser support experience for their needs.

Key Responsibilities:

  • Carry out technical investigations to determine which corrective actions to take, generally break / fix, configuration issues, troubleshooting, software installations and hardware repairs.
  • Take ownership of Service Requests and Incidents of Problems assigned to the individual via the agreed resolver group, maintaining records to ensure a full audit trail is recorded.
  • Maintain a professional relationship with other support teams, while working collaboratively to resolve incidents.
  • Be an additional support function for the wider Second Line team during periods of high contact volumes.



  • 1st/2nd Line IT Support Experience.
  • Has indepth knowledge of desktop OS (MacOS, Windows) and software.
  • Has indepth knowledge of hardware for Macs, Windows, and Mobile devices.
  • Has experience of Microsoft Office 365 (including SharePoint and teams).
  • Exposure to MDM products like Jamf, Intune, ABM.
  • Has experience working within a formal ITIL Service Management environment (Ideally with supporting qualifications).
  • Educated to GCSE level (or equivalent) including Maths and English, or proven work experience.
  • IT literate and proficient using Microsoft Office.
  • Able to communicate at all levels, with good verbal and written skills.
  • Good organisational skills, with the ability to manage and prioritise own workload.
  • Previous experience of customer relations to build and manage professional relationships.


  • Continuous improvement knowledge.
  • Technical experience of working with telephony solutions (mobile and fixed), printing and conference services.
  • An industry recognised IT qualification/certification relevant to the technologies deployed.

General Role Expectations:

  • Act as a point of contact for your specialism to provide advice and guidance through to resolution, with support from the SME.
  • Prioritise and manage own workload effectively, with support from other SME's.
  • Develop professional relationships with stakeholders and colleagues to share and utilise information.
  • Proactively look for way to improve processes and contribute effectively to the business.
  • Responsible for improving own knowledge of specialism.
  • Support the overall risk management and governance of your team(s) and the wider business.

Sound Interesting?
MUSTbe submitted by midnight n 4th January 2023.

- *The above list is not intended to be exhaustive, and you will be expected to be flexible and carry out other relevant duties (not specifically listed) as and when required to meet business needs. You will deliver your job aligned with UK SBS Values,Behaviours, Policies and Processes._

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