Join to apply for the 1st Line IT Helpdesk role at Ardent Credit Services Ltd
THIS ROLE IS FULLY OFFICE BASED
Service Support Specialist II – Overview
The Service Support Specialist II is a mid‑level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.
Key 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 such as virtualization clients (e.g., Citrix), cloud platform access, or deep operating system analysis.
* Serve as SME for hardware lifecycle management, define and validate standard PC/laptop images, manage vendor relations for repairs, and ensure 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, perform root cause analysis (RCA), recommend permanent fixes, and drive implementation of corrective actions across technical teams.
Knowledge, Skills, Abilities & Experience (KSAs)
* Experience in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms) and a strong understanding of IT Service Management (ITSM) processes.
* Exceptional incident management and communication skills.
* Proficiency in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
* Training or 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.
What’s in it for you?
* 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
* Contract
Job function
* Information Technology
Industries
* IT System Training and Support
Denton, England, United Kingdom
#J-18808-Ljbffr