3rd Line IT Service Desk

**3rd Line IT Service Desk**

I am recruiting exclusively with a successful managed service provider (MSP) in the Surrey area who are recruiting for an 3rd Line IT Service Desk.

As an 3rd Line IT Service Desk you will be focusing on great customer service and achieving high levels of SLA achievement for support tickets.

As an 3rd Line IT Service Desk it is essential you have your own car and clean license as you will be required to visit clients to resolve onsite IT related issues.

This role has on call rota 1 in 4 weeks.

On call starts weekdays 6pm to 8am and weekends. To be honest there is not many calls for the people who are on call - possible 1 or 2 in a week and the overflow is only there if the out of hours call centre can not get hold of the person on call.

So the out of hours call centre take the initial call and if they establish it is a P1 for a 24/7 client they then reach out to the on call engineer.

**3rd Line IT Service Desk on call rates are as follows**:
On Call Engineer
Monday to Friday: £20 per day
Weekends and Bank Holidays £25 per day

Overflow Engineer
Monday - Friday £10 per day
Weekends and Bank Holidays £12.50 per day

And £25 per hour on paged tickets OOH.

**As an 3rd Line IT Service Desk you will receive the following benefits**:

- 22 Days holiday increasing a day per year worked - capped at 30 days' + Bank Holidays
- 8% combined pension
- Performance related 10% bonus
- Mileage expenses for travelling to client sites
- Training

**Main tasks of the 3rd Line IT Service Desk**:

- Interacting with customers in a respectful, courteous and positive manner
- Demonstrate strong commitment to service ethics
- Proactively develop knowledge and skills specific to customer environments
- Develop the appropriate product and services knowledge and learning about new products as requested, including passing relevant technical certifications and maintaining appropriate vendor qualification
- Implement and maintain internal systems in line with business requirements
- Assisting in the continuous improvement process supporting UK services delivery and technical management as required
- Act as a technical mentor to team
- Ensure all information is handled within company, ISO and legislative guidelines
- The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

**3rd Line IT Service Desk Skill Requirements**:

- Provide 3rd line expert support to clients both external and internal within SLA
- Providing accurate technical answers that are appropriately communicated to customers
- To resolve incidents and service requests effectively and efficiently within the guidelines of the Service Level Agreement (SLA)
- Keep users regularly informed of the progress of their call in accordance with the service desk guidelines, managing customer expectations in accordance with SLA and professionally managing the customer experience
- Listening and agreeing on facts and business impact of the issue and using available tools to implement a structured plan for resolution
- Understand and log all incidents and service requests from initial call to completion
- Understand and utilise proactive monitoring tool sets and deal with alerts appropriately
- As required liaise with 3rd party vendors managing them to provide effective resolutions for issues
- Escalate to management/senior engineers as required before service breaches
- As required, attend site to perform field engineering functions
- Continuously work to understanding more about customer environments contributing to site documentation
- In conjunction with colleagues provide 24/7 cover, working on a rota basis

**3rd Line IT Service Desk Ideal Technical Capabilities**:

- Cloud -Azure & O365
- Virtualisation - VMware and/or HyperV
- Networking - LAN, WAN, VLANs & Firewalls
- Operating Systems - Windows (Server and Client) and Mac OS X
- Backup Solutions
- Internet Connectivity

**Essential**:

- Driving License and Own Car
- Experience in a Managed Service Provider

**Ideal**:

- Office 365 qualifications
- Other technical qualification
- ITIL Foundation or higher

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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