Service Desk Consultant - 2nd Line (Level 1) - Newcastle upon Tyne

Up to 25K + Bonus
Ref: 64 Date Posted: Wednesday 19 Jan 2022
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Would you like to work for an award-winning company?
Have you got previous experience working in a 2nd Line Service Desk environment?
Are you a strong communicator with a passion for delivering exceptional service?
If the answer is YES then we have a great opportunity for you!
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Best Companies to work for awards 2021. TSG is now officially one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement, as well as some Regional Awards.
In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps!
Job Purpose & Responsibilities;
As a 2nd Line Service Desk Consultant you will be a strong problem solver with a background and experience resolving end user incidents escalated from 1st Line. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with laptops, PC’s, Mailboxes and VPN connections but to name a few. The ability to work in a Desktop Support role is vital. To be successful in this role you will have excellent communication skills and a solution orientated mindset with a drive to deliver an exceptional customer service each and every time.
You will feel comfortable diagnosing, troubleshooting and resolving tickets in relation to desktop support, laptops, PC’s emails and VPN connections but to name a few. You will have excellent communication skills and a solution orientated mindset with a drive to deliver an exceptional customer service each and every time.
Responsibilities will include, but are not limited to;
  • To handle and resolve incidents that have been escalated by our 1st line support team
  • Respond to customers tickets remaining within the Service Level Agreement (SLA)
  • Keep customers up to date regularly with regards to their incident/change request
  • Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
  • Update TSGs ticketing system and technical information repository with detailed notes
  • Liaise with partners and third parties to aid in the resolution of incidents if required
  • Working as a team, taking additional responsibility for mentoring and coaching apprentices and peers if required
  • Assist with the creation of best practice, new user and leaver guides
Knowledge, Skills & Experience;
  • Experience working in 2nd Line support role with knowledge of a server and networked environment as well as desktop support experience.
  • Experience with Microsoft Exchange and Office 365
  • Good time management, organisation and prioritisation skills
  • Ability to manage queues and workload
  • Excellent telephone manner
  • Demonstratable problem solving skills
  • Good analytical skills with a pro-active can do attitude
  • Comfortable working in a busy fast-paced environment
  • High attention to detail
  • Experience working with virtualisation technologies
  • Knowledge of Backup technologies
  • Hosted telephony knowledge
  • Knowledge of working with enterprise Anti-Virus software, e.g. Sophos
  • Microsoft or other vendor accreditation
What’s in it for you?
  • 25 days annual leave
  • Life assurance
  • Contributory pension scheme at 4% matched
  • Perkbox discounts
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Flexible home-based opportunities
  • Long service benefits including increased annual leave accrued with service
  • Flexible working day policy
  • Relaxed dress policy
  • Cycle to work scheme
  • Employee recognition scheme
  • Fantastic company culture including regular team building events
  • Excellent progression opportunities and training support, including recognised qualifications
If this sound like the role for you, please apply today to be considered.