Service Desk - 2nd Line
Milton Keynes
£ 26000 - 33000/annum excellent benefits
IT Service Desk Support (2nd Line)
Full time, office-based role
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 ex...