Join to apply for the 1st Line IT Helpdesk role at Phillips & Cohen Associates, Ltd.
Pay Range
This range is provided by Phillips & Cohen Associates, Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range
THIS ROLE IS FULLY OFFICE BASED
Responsibilities
* Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
* Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
* Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
* Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high‑severity incidents, ensuring timely stakeholder updates.
* Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.
Knowledge, Skills & Experience
* Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.
* Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
* Training, academic coursework on computer hardware, operating systems, and computer network functionality. Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired.
* 2‑4 years of IT support experience, with service desk/desktop support (required).
* High School Diploma/GED required; Associate degree in IT/related field (preferred).
Benefits
* Secure reserved car parking space and excellent transport links
* 31 days holidays per year including 8 bank holidays
* Healthcare Scheme
* Company pension plan
* Life Assurance
* Salary Sacrifice Schemes
* Various discounts and other incentives
* Qualifying period applies
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Information Technology
* Industries: Banking
Location: Salford, England, United Kingdom.
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