2nd Line Support Engineer – Wakefield – Professional Services

January 16, 2020
Wakefield, United Kingdom
Job Type
22,000 - 26,000 + Bens



  • Job title: 2nd Line Service Desk Analyst
  • Job Location: Wakefield
  • Salary: £22,000 – £26,000 – DOE
  • Other Benefits: 22 days leave, Private medical Insurance, Life Insurance
  • Industry - Professional Services
  • Skills - As Below
  • Qualifications - Any Industry relcated
  • Work Hours - 37 hours PW

2nd Line Service Desk Analyst – Wakefield

If you have experience as a 2nd Line Service Desk Analyst and are looking for a new challenge then you should consider this opportunity to work in one of the leading professional service organisations in the sector.

Brief list of role responsibilities:

  • Efficient provision of 2nd Line support to all users – assisting with general computer, systems and software enquiries from other colleagues within the Firm.
  • Use of business logging tool to both ensure request record tracking and to provide user updates
  • Collaborate with the IT Service Desk team and support the IT service delivery strategy with a continued focus on delivering best in class customer service.
  • Fully own problems up to their successful resolution – researching answers using appropriate available resources when required.
  • Provide assistance with support call answering if needed.
  • Maintain a focus on self-development and update the IT knowledge base with new information to help ensure it is kept accurate and up-to-date.

Experience Required

As well as exhibiting the highest standards of integrity and being committed to excellence with outstanding customer service and communication skills, we are looking for:

  • MS Operating System knowledge (Windows 7/10)
  • MS Office software experience (2010/16/365)
  • MS Active Directory Experience
  • Citrix environment experience
  • Prior experience within a busy service desk environment (2+ years) – preferably 2nd line
  • Someone who thrives in a team but is also capable and confident when working unsupervised.
  • An excellent ability to deal with all levels of seniority, both junior, top executive and 3rd
  • Ideally a candidate with ITIL Certification


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