IT Service Desk Support (J4626) Milton Keynes, England

Salary: GBP25000 - GBP28000 per annum + shift allowance & benefits

IT Service Desk Support (2nd Line)

Full time, office-based role (night shift is worked from home)

24/7 Operation so you must be able to work shifts!

Up to £28,000 plus 20% shift allowance and excellent benefits. (based on 28k basic, you would earn £33,600 per annum including the shift allowance)

 

As Service Desk Operator, you will be working for a global organisation, assisting with the roll out of network equipment across various customer sites in the UK and Europe.

The role primarily involves the receipt of incident notifications from customers or network monitoring systems, on-going management of incidents (including technical troubleshooting), and subsequent resolution of incidents for external customers.

The UK head office is based in Milton Keynes, and you’ll be working as part of a friendly and well-established team.

This would suit someone who has worked in an IT support/Service desk role previously.

 

In this job, your duties will include:

  • Log and own customer incidents
  • Update incidents with detailed and relevant information in a timely and effective manner
  • Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
  • Technical 2nd and 3rd line troubleshooting and resolving remote site network issues
  • Ensure Customer Service Level Agreements are met or exceeded
  • Respond to customer enquiries in a timely and efficient manner
  • Ensure engineers are despatched when required and according to the SLAs in place for all customers
  • Provide reports for internal and external customers as and when required

 

 

Ideally, for this role we are looking for:

Field service or technical service desk experience is essential

Highly IT literate and with a technical understanding

Basic Network or Cisco knowledge would be a huge advantage

A natural problem solver and a strong communicator

 

Hours/Shifts

24 hour/seven day a week shift plan, which will include night and weekend working and working on some Public Holidays, depending on roster.

 

During the initial training period the shifts will be 8.30am – 5pm Monday to Friday. When you are trained and feeling confident, the shift pattern will cover the following:

 

Early                      0600 – 1430

Mid                        0830 – 1700

Evening                 1030 – 1900

Late                        1300 – 2130

Night                     2130 – 0600 (you can work from home for this shift)

 

 

;