2nd Line Service Desk Engineer

The Role:

As a 2nd Line Service Desk Engineer, you’ll play a crucial role in ensuring the smooth operation of our clients’ IT systems. Working alongside a dynamic team of seven, you’ll handle escalated service requests, prioritize tickets, and provide timely resolutions to technical queries. Your dedication to excellent customer service and your technical expertise will be the cornerstone of our success.

What you'll do:

• Manage technical cases efficiently, keeping clients informed of progress.
• Monitor the progress of technical matters assigned to the team.
• Monitor clients’ IT systems using monitoring software.
• Escalate issues promptly when necessary.

About you:

To excel in this role, you’ll need:

• Previous experience in an IT helpdesk support role.
• Knowledge and experience of various IT systems.
• Excellent customer service skills.
• Relevant IT qualifications.
• GCSEs in Maths and English or equivalent.
• A UK driving license.

The Benefits:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers 
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension 
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service