Service Desk/2nd Line

Service desk/2nd line (Technical)

£32K - £34K

Manchester /Hybrid (3 days on site)

A Technical Service Desk Engineer is required for our cient. The successful candidate will provide remote and desk side technical support to internal and external stakeholders across the business.

Key Responsibilities:

• Working towards SLA's by picking up and dealing with service desk tickets whilst providing a high level of customer service.
• Hands on experience with Windows 10 and O365
• Escalate tickets to the Infrastructure/Cloud Ops team to ensure tickets and escalations are dealt with in a timely manner.
• Provide IT support through telephone, email, face to face or through service desk tickets.
• Produce technical documentation for use within the department and user guides for the business to ensure the effective use of systems.
• Provide support for the Windows network, desktop applications (including Microsoft Office, Avaya telephone system, Android, Apple, VPN, Citrix, Exchange email) and other IS systems.

The follow skills and experience will be essential:

• Strong technical background working in a previous service desk role. Knowledge of Ivanti / ServiceNow would be beneficial.
• Expereince troubleshooting and providing high level technical support, especially with Microsoft systems and environment ensuring that service level agreements are met.
• The ability to prioritise Service Desk tickets taking into account workload, resources and other priorities.
• Ability to demonstrate excellent customer experience including responding positively and creatively to the needs of others whilst working to service standards.
• Excellent verbal, written communication and interpersonal skills.