2nd Line Desktop Support Engineer
London
SC Level position - Start date ASAP pending Clearance.
Up to £42,500 + shift allowance + benefits
Concept IT is thrilled to announce an exciting opportunity to join our esteemed MSP partner as a seasoned 2nd Line Support Engineer/Desktop Support professional. We are seeking individuals with a wealth of software expertise, particularly in managing critical business systems within a dynamic front office setting.
This role offers the chance to thrive in a bustling enterprise environment, where you'll be instrumental in ensuring adherence to SLA benchmarks and targets. Your commitment to delivering exceptional customer care and maintaining exemplary conduct will be paramount as you navigate through this fast-paced environment.
This position is on a shift pattern working between 06:30 - 19:00 (early, mid and late shifts).
Key Responsibilities:
1. Level 3 type escalations for complex technical issues and root cause analysis.
2. Effectively use and manage Service Now to handle and update calls.
3. Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer-focused quality service.
4. Work across lines of service to ensure a coordinated approach to providing support for the customer.
5. Carry out incident and ...