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2nd Line Desktop Engineer

  • Location

    Wolverhampton, West Midlands

  • Sector:

    Infrastructure and Support

  • Job type:

    Permanent

  • Salary:

    £15.00 - £20.00 per hour + car allowance

  • Contact:

    Alex McQuade

  • Contact email:

    Alex.Mcquade@morson.com

  • Job ref:

    160048ALX_1554298358

  • Published:

    4 months ago

  • Duration:

    Temp to Perm

  • Expiry date:

    2019-04-10

  • Start date:

    29/04/2019

  • Client:

    #

2ND LINE SUPPORT ROLE - CANNOCK

ABOUT THE COMPANY AND ROLE

  • LARGE ENVIRONMENTAL FIRM
  • RATES - £20.00 PER HOUR, LOOKING TO GO PERMANENT AFTER 3 MONTHS FOR £24,000 PLUS CAR ALLOWANCE OR COMPANY CAR (£28,000 ALL IN)
  • ALSO A BONUS BUT THIS IS NOT GUARANTEED
  • MUST BE ABLE TO DRIVE AS TRAVEL MAY BE REQUIRED
  • MUST BE ELIGIBLE TO WORK IN THE UK
  • GOOD FACILITIES ON SITE, GYM, CANTEEN, FREE PARKING ON SITE
  • ROLE HAS COME AVAILABLE DUE TO LAST CONTRACTOR LEAVING

RESPONSIBILITIES AND REQUIREMENTS FOR THE ROLE

  • 3 YEARS EXPERIENCE IN A 2ND LINE ENVIRONMENT
  • COMPETANT PROVIDING HIGH QUALITY CUSTOMER SERVICE
  • TO FULFIL REQUESTS OF 1ST AND 2ND LINE NATURE SUCCESSFULLY
  • ENSURE ACCURATE RECORDING OF SERVICE REQUESTS
  • PREVIOUS EXPERIENCE WORKING ON SERVICE DESK



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A 2nd Line Analyst shares responsibility for the successful day-to-day operation of the Service Desk's 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements. Reporting to the Primary 2nd Line Analyst, the role shares responsibility for all activities relevant to 2nd line incident resolution, request fulfilment, field services, desk side support and end-user computing.

A key dimension of the role will be the appropriate scheduling and prioritisation of work to ensure consistent standards of service nationwide and an adherence to service agreements

In the context of service operations and in accordance with agreed Service Catalogue definitions and standards:

- To contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications and hardware, audio-visual equipment, desktop operating systems, mobile devices and printers.


- To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation and/or resolution.


- To reduce the impact of service affecting incidents and problems, ensuring an appropriate and timely response to all reported issues


- To ensure the accurate recording of service requests and incidents and to attribute the correct categorisation and notation to ensure timely and relevant reporting


- To provide desk-side and remote assistance, as relevant to the task