2nd Line Support Engineer

Our client are seeking a 1st/2nd Line Service Desk Analyst to join their expanding team based in Exeter. This is an excellent opportunity for a highly motivated individual looking to progress their IT career.

Reporting to the Service Desk Manager, you will accurately capture issues and exhaust all options for resolution at the first point of contact, of all IT faults across the entire range of infrastructure, networks, systems and IT hardware (PCs, mobile devices and printers) demonstrating empathy and a genuine passion for delivering great IT support.

The Service Desk fulfils the majority of service requests ranging from setting up new PC accounts, configuring mobile devices and laptops and conducting IT hardware handovers with new starters. This position requires a great attitude, good communication, analytical, and problem-solving skills to provide first level technical IT support, as well as the ability to research, resolve and escalate IT issues when necessary.

You'll work with other members of the IT Service Desk on a rota basis to ensure the IT Service Desk is resourced during operational hours, Monday to Friday 8am to 5pm

Skills/Experience

• Proven experience working on an IT Service Desk
• Desirable - good working knowledge of, Microsoft Windows 10, Office 365, Exchange Online, Active Directory and familiarity with remote desktop and help desk applications such as SCCM.
• You will have good understanding of Incident/Service Request/Problem and Change Management processes.
• Excellent communication skills with a friendly approach to problem solving.
• A self-motivated individual who has the ability to work using their own initiative as well as work well in a team.
• Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.
• Applying a customer-focused approach; taking ownership of tickets, keeping IT users informed of progress, understanding the business impact, seeking feedback and always striving to improve
• Self-motivated individual who gains satisfaction from providing excellent customer service

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.