Connecting...

Banner Default Image

2nd Line Service Desk Engineer

Location: Surrey Salary: £40000 - £45000.00 per annum
Sector: IT & Telecoms, Client Delivery, Technology Type: Permanent
Contact: Hannah Vincent Job Published: 23 days ago

2nd Line Service Desk Engineer

My client within financial services based in the Surrey area are recruiting for a 2nd Line Service Desk Engineer.

As a 2nd Line Service Desk Engineer, you will be providing IT support to end users.

Provide first response and analysis on incidents and follow through resolution. F

Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs

Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)

2nd Line Service Desk Engineer Benefits:

  • 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked)
  • Healthy contributed pension
  • Training and development
  • Access to a number of financial based products
  • Dress down Fridays

2nd Line Service Desk Responsibilities:

  • Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs
  • Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)
  • Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates
  • Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required
  • Build rapport and elicit problem details from service desk customers
  • Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
  • Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)
  • Identify and become proficient with appropriate software and hardware used and supported by the organisation
  • Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
  • Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc)
  • Perform under defined timeframes and proactively report any need for deviation
  • Attend meetings that may be necessary in the performance of your duties
  • Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety
  • Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required
  • Understand the operation of Spam Filtering, Web Security and Antivirus
  • Leverage provided RMM tool(s) for monitoring, administration, and remote support
  • Administer and maintain the joiners / movers / leavers process in a timely and secure way
  • Build and distribute corporate hardware while maintaining inventory and asset registers
  • Undertake any additional tasks as may reasonably be required from time to time
  • Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams
  • Participate in the continual improvement of services and processes
  • Create and manage support requests to 3rd party vendors when required and follow to resolution
  • Work with the Change Manager as required per the Change Management process

2nd Line Service Desk Engineer Skills & Experience:

  • Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment
  • Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade
  • Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably)
  • Proven written and verbal communication skills
  • Proven analytical and problem-solving abilities
  • Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
  • Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

Similar Jobs

FPGA Engineer

Farnborough Negotiable

Job Title: FPGA Engineer Location: FarnboroughTerm: 6 MonthsIR35 Status: INSIDEClearance Required: Current SCDay Rate: £DOE - We are booking interviews next week! Please call or email for a slot Key Skills: FPGA, Digital Signal Processing, DSP, Xilinx, Algorithm, VHD...

Apply

Software Engineer

Hertfordshire Up to £90.00 per hour

Job Title: Software Engineer Location: Hertfordshire Pay Rate: Up to £90/hr - Inside IR35 What the Software Engineer role entails: In this technical, hands-on role, you will be responsible for verifying and validating real-time systems application software, with a f...

Apply

Senior C&I Engineer

Manchester £40000 - £60000 per annum

Senior C&I EngineerManchester - Hybrid Working£40,000 - £60,000 + Overtime & additional benefits BriefSenior C&I Engineer needed for an established engineering firm based in the Manchester area. What the role of the Senior C&I Engineer entails:Some of...

Apply

Quality Assurance Engineer

Rochester £38000 - £42000 per annum

Quality Assurance Engineer Rochester - onsite£38,000 - £42,000 + additional benefits incl. 25 days holiday, share options, pension What the role of the Quality Assurance Engineers entails:Some of the main duties of the Quality Assurance Engineer will include:Write Qu...

Apply

HV / LV Engineer

London Up to £45000.00 per annum

Position: HV / LV EngineerLocation: LondonEmployment type: Full Time, Permanent (40 hours per week) Are you an experienced and qualified HV Authorized Electrical Technician looking for an exciting opportunity in the heart of London? Our client is seeking a talented i...

Apply

Supplier Quality Engineer

Kent Negotiable

Supplier Quality Engineer Are you passionate about ensuring the highest standards of quality in aerospace and defence technologies? Do you have a keen eye for detail and a knack for driving continuous improvement? If so, we want you to join our dynamic team as a Supp...

Apply

Modelling & Simulation Engineer

Farnborough Negotiable

Job Title: Modelling & Simulation Engineer Location: FarnboroughTerm: 6 MonthsIR35 Status: INSIDEClearance Required: Current SCDay Rate: £DOEExpected Start Date: April 2024 Key Skills: Simulation, Modelling, MATLAB, Simulink, CAD, Engineering, Physics, Science, S...

Apply

SHE Advisor

Portsmouth £38000 - £44500 per annum

SHE Advisor Portsmouth£38,000 - £44,500 Benefits25 days holiday + 8 bank holidaysPension contributions (total 10% - 14%)Company sharesCareer development - assistance gaining professional accreditations and qualifications Are you passionate about ensuring the safety, ...

Apply