2nd Line IT Help Desk

2 weeks ago


Leeds, United Kingdom Gold Group Ltd Full time

**2nd Line IT Help Desk / IT Service Desk Engineer**
**Leeds, West Yorkshire**

**Brief**

2nd Line IT Help Desk / IT Service Desk Engineer needed for a well-respected and established managed service provider, based in Leeds, who are looking to employ an experienced and well-rounded 2nd line technical support individual for their growing team.

The 2nd Line IT Help Desk / IT Service Desk Engineer is responsible for handling a variety of tasks. The role involves technologies including workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and othercloud technologies.

The Helpdesk Support will also be involved in working on backups, new builds and rebuilds, quotes and purchasing. When working on Quotes & Purchasing, the Helpdesk Support will be responsible for managing product sourcing, pricing and lead time managementfor standard and special-order items, as well as responding to purchasing queries in an effective manner.

This post requires a pro-active, competent and accurate approach to all the tasks, coupled with confident and professional communication with staff at all levels, both internally and externally. The role is also responsible for handling 1st line support.

**2nd Line IT Help Desk / IT Service Desk Engineer Benefits**:

- Salary: £25,000 - £30,000 per annum
- Pension Plan
- Career Progression
- Training

**Some of the main duties of the 2nd Line IT Help Desk / IT Service Desk Engineer include**:

- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Quote customers for services such as Leased Lines, Anti-Virus Software, Licensing, SSL Renewals, Backups and Domain Renewals.
- Quote customers for Hardware and Software suitable for their environment (with technical assistance from senior Engineers)
- Quote customers for Phone Systems and services (with specifications provided by the Engineers)
- Once quotes are approved, processing orders through the ConnectWise system
- Placing orders with suppliers and monitoring projected delivery dates and managing any delays
- Communication with customers as required: keeping them informed of delivery/installation dates and notifying them of any delays
- Creating and maintaining customer and supplier records on ConnectWise

**2nd Line IT Help Desk / IT Service Desk Engineer Additional Duties and Responsibilities**:

- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Responsible for logging time spent on support tickets as it happens
- Improve customer service, perception, and satisfaction
- Other general enquiries and administrative functions as required

**2nd Line IT Help Desk / IT Service Desk Engineer Knowledge, Skills, and/or Abilities Required**:

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable adjustments may be made to enable individualswith disabilities to perform the essential functions.
- Microsoft Office
- Ability to multi-task and adapt to changes quickly
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
- Good standard level of education
- Excellent interpersonal skills: such as telephony skills, communication, active listening, and customer-care.
- An understanding of the purchasing process and excellent communication skills to liaise with suppliers on a commercially credible basis
- Knowledge and interest in IT hardware and software

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.



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