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Your new company
Join a leading public sector organisation dedicated to providing first-class services through efficient and effective IT systems and support.
Your new role
As a 2nd Line Desktop Support Technician, you will be a crucial part of the Desktop team, responsible for supporting IT systems and services throughout the organisation. You will handle escalations from the 1st Line Service Desk, collaborate with 3rd Line specialists, and work on projects and with suppliers to ensure seamless IT operations.
- Interpret and communicate complex technical information to users via phone, email, Teams, or in person.
- Provide technical support and training to users on various systems and IT tickets.
- Collaborate with internal teams and external suppliers to resolve issues and deliver new services.
- Manage and resolve Service Requests, Incidents, Problems, and Changes following ITIL v4 best practices.
- Analyse IT incidents and problems, using judgement to resolve issues and minimise risks.
- Plan and deliver new IT solutions in operational environments, requiring negotiation and adaptability.
- Build and deploy desktops, manage IT equipment, and ensure accuracy to avoid outages.
- Develop and implement policies, processes, and service improvements, maintaining documentation and stock control.
What you'll need to succeed
- Detailed technical experience in a similar role, such as 1st or 2nd line IT support.
- Strong knowledge of Microsoft Office applications and operating systems.
- Experience with ITIL v4 best practices for managing Service Requests, Incidents, Problems, and Changes.
- Ability to interpret complex technical information and communicate effectively with users.
- Skills in training and supporting users on technical systems.
- Excellent problem-solving abilities and judgement to resolve IT incidents.
- Strong organisational and negotiation skills for delivering IT solutions in operational environments.
- Developed skills for tasks such as building and deploying desktops and working in varied conditions.
What you'll get in return
- Opportunity to work in a dynamic and supportive team environment.
- Involvement in impactful projects that enhance customer service.
- Continuous professional development and training opportunities.
- Competitive salary and benefits package.
- A role that offers variety and the chance to make a real difference.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
