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Date Added: Wed 14/09/2022

1St / 2Nd Line Support Analyst

London, UK
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Job Type: Permanent, FullTime

Salary: £30,000 per annum

1st / 2nd Line Support Analyst - 30K - Global Music Business, London

Working with one of the worlds largest Music Companies, Handle is recruiting a 1st / 2nd Line Support Analyst.As a leader in independent Music Publishing the company represents some of the world's most famous artists & icons.As the IT Support Analyst you will play a critical role in ensuring the IT Department fulfils its commitments to the companies clients and customers who expect the highest quality of service from a world class, cutting edge business.

Key Responsibilities & Activities


  • Carry out day to day administrative tasks and service requests as required by the business, for example Starter, Changer, Leaver processes
  • Monitor the Global Jira Support Desk portal and the support phone number, picking up service requests and problems in the IT service desk.
  • Correctly categorising and prioritising reported incidents and requests
  • Running triage on incidents and requests to allocate the appropriate resources to it.
  • Address technical incidents and problems promptly in line with the business impact and urgency. Where possible, mitigate issues to prevent reoccurrence using continual improvement principles
  • Escalate issues and problems to Senior Manager - IT or external (Arvato) support services where appropriate.

Customer Service/Relationships

  • Provide friendly expert advice and technical support to internal and external staff in a timely manner
  • Liaise with external support staff (Lenovo Engineers etc.)


  • Attend weekly IT Meetings to review outstanding tasks and issues

General Administration

  • Keep the IT office and server room clean, tidy and free of hazards.
  • Updating procedural and technical documentation on Confluence.
  • Continual learning on the BMG specific processes and technologies

Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.

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