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2nd Line Service Desk

4 months ago

Wigan, United Kingdom Senitor Recruitment Full time

The role will involve delivering outstanding customer service to their clients, ensuring that service tickets are logged, managed and resolved in line with KPIs and that clients are communicated to professionally at all times. You will need to demonstrate strong communication skills with clients, colleagues and senior members of the team. Where required, you'll need to escalate technical issues to relevant teams and liaise with others to ensure that issues are resolved.

**Main Responsibilities**:
Respond to incoming tickets from the busy IT Service function.
Prioritise tickets logged according to impact and urgency within the business.
Escalate Major Incidents as required to relevant teams.
Communicate efficiently with end users to confirm the status and resolution of their tickets.

**Skills/Experience required**:
Previous experience in a 1st/2nd Line Support role, MSP experience is desirable.
Knowledge of Windows Operating Systems and Servers
Office 365
Azure experience
An understanding of Networking
Excellent communication skills and a desire to help customers.

Benefits of the role include 25 days holidays plus Bank Holidays, sick pay, gym membership and pension scheme. The company can also offer a friendly working culture, fantastic training/development opportunities and a 60/40 office/WFH split.