2nd Line Support




Resolution of Service Desk tickets (Incidents and Requests)

* Successful closure, or escalation, of an agreed percentage of reactive Service Desk tickets

* High level of customer service

* Consistent, detailed ticket management throughout the life of a ticket with a working understanding of priority setting, proven by monthly spot checks

* Shift left approach to knowledge transfer

* Aligning to ITIL best practice processes

* Cyber Security focused

* Providing assistance as required to 3rd party IT support companies globally

Hardware Provisioning

* Ensuring that all employees have the appropriate IT systems to carry out their roles effectively and productively

* Ownership of the decommissioning and disposals process

* Asset management

* Stock management

* Supporting the piloting of any hardware outside of the normal fleet

* Cyber Security focus

* New starters

* Providing detailed handovers to employees

* Licence management

* Helping to ensure software is supported and approved for use by the company

Professional qualifications

* Level 2 ECDL / BTEC course completion or equivalent

* Desired Apple MacOS support essentials course completion

* Experience working within a Service Desk environment

* Desired ITIL Foundation qualification (V3 or V4), understanding of core processes required (SLM, Incident, Request, Change, Problem, Knowledge) Knowledge & previous experience

* Understanding / Knowledge of Agile Working

* Previous working experience with employee facing systems including, but not limited to, Microsoft

Send to a friend
2nd Line Support
Direct link:
View Privacy Policy
Register your profile
View Privacy Policy