2nd Line Service Desk Technician
Role details
Job location
Tech stack
Job description
- End-User IT Support
- Provide technical support via ticketing system, drop-ins, and scheduled Tech Bars
- Diagnose and resolve hardware/software issues, including device swap-outs
- Deliver technical training and education during Tech Bar sessions
- Provide VIP support to key stakeholders
- Technical Troubleshooting
- Support End User Compute (EUC), Networking, Applications, Printing, Unified Communications
- Maintain meeting room facilities (video conferencing), telephony, and collaboration tools (Teams, Zoom)
- Act as local "hands & eyes" for 2nd/3rd line colleagues and external partners
- Assist with IT security incidents
- Collaborate with Facilities Management on building access control and BMS
- Manage IT equipment stock inventory
- Ensure timely and professional ticket management
- Service Improvement & Collaboration
- Proactively suggest and implement service improvements
- Participate in Business Relationship Management initiatives
Requirements
Clearance: Must be eligible for BPSS (resided in the UK for at least 3 years)
About the Opportunity We are seeking a dynamic and customer-focused Second-Line IT Support Technician to join our growing team at our UK Headquarters in Birchwood Park, Warrington. Our campus comprises seven buildings, with most operations conducted from a core set of offices. We also have a secondary site in Theale, near Reading. As the local and friendly face of IT, you will provide essential on-site support to end-users, ensuring smooth and efficient technology operations. This is a fantastic opportunity for a proactive individual with strong problem-solving skills, a passion for customer service, and a collaborative mindset., * Excellent customer service and communication skills
- Strong troubleshooting and problem-solving abilities
- Positive, enthusiastic "can-do" attitude
- Ability to work independently and as part of a team
- Professional and presentable demeanor
- Skilled at explaining technical concepts to non-technical users
- Resilient in fast-paced and high-pressure environments
- Fun, engaging, and approachable personality
Technical Experience:
- IT ticketing systems
- Basic networking knowledge
- EUC environments & management platforms (SCCM, Intune, Active Directory)
- Microsoft Azure and cloud platforms
- Strong Microsoft 365 (Office 365) skills
- Video conferencing and telephony systems
