2nd Line Service/Helpdesk

Location: Slough, Berkshire Salary: £27000 - £30000 per annum
Sector: Technology, IT & Telecoms Specialism:
Type: Permanent Contact: Amar Jawaid

2nd Line Service/Helpdesk

Slough, Berkshire

£27,000 - £30,000

2nd Line Service/Helpdesk needed for an IT; privately owned organisation based in Slough who are looking to employ an experienced 2nd Line Service/Helpdesk.

Some of the main duties of the 2nd Line Service/Helpdesk will include:

  • To provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
  • Dealing with problems for hardware, such as servers, computers and printers, and software programs, such as Microsoft Office
  • Asking questions about the problem and explaining possible solutions
  • To ensure that all SLA's are met
  • To work effectively and productively with 2nd line support
  • To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
  • To document all calls on the call logging system
  • Produce statistics each month on Helpdesk issues
  • To maintain user security on all systems
  • Supporting users in the use of Computer equipment by providing necessary training and advice
  • To arrange for external support, visit whenever problems cannot be resolved in house
  • Attend client visits

In order to be the successful 2nd Line Service/Helpdesk and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • MCSE 2003/2008/2012R2 or relevant Experience
  • Exchange Administration or relevant Experience
  • Desktop and Server Hardware
  • Microsoft Desktop and Server Operating Systems
  • Active Directory (Essential)
  • VMware
  • Hyper
  • Troubleshooting IT related issues
  • Service Management Practices (ITIL) advantageous
  • Proactively respond to calls logged through call management system
  • Calls dealt with promptly, follow up on unresolved issues until completion
  • Assist in daily administration of Support Area
  • Ensure all processes and procedures are adhered to and where possible improved
  • Familiarisation with IT Technical processes and procedures
  • Monitor all server backups from 3rd party supplier.
  • Ensure orders for Software & Hardware are followed through to delivery to user
  • Ensure all software installations are recorded and license availability verified
  • Report to appropriate manager any software process violation
  • Management of Microsoft licensing.

This really is a fantastic opportunity for a 2nd Line Service/Helpdesk to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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