Join our Service Desk Team
Would you like to kick start your career in a supportive,collaborativeand innovative company?
Do you enjoy working as part of an enthusiastic, passionate,and collaborative team?
Success. The Softcat Way.
The Service Desk are a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. As expected on any support desk it can be challenging but is also extremely rewarding when you see the issue through to resolution.
Softcat is a £1billion+ technology solutions business and trusted partner to names like Apple, Microsoft, and Adobe. Offering a growing portfolio of services including software licensing, cyber security, and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.
Do you want to make change happen by joining a team that never stands still?
You will get involved in exciting technologies such as Managed Print, Connectivity, Networking, Security, Microsoft, Storage & Virtualisation and Cyber Security.
About the Role
In this role you will be primarily responsible for ensuring that all necessary support tickets are progressed in the Second line support queue. You'll need to be confident working in a fast-paced environment, as you will be a main contact between the first line & second line service desk as well as Ops Centre teams and the Managed Services clients; fielding day-to-day queries and investigating their root cause to either resolve or escalat
As a Technical 2nd Line Service DeskShift Engineer, you'll be responsible for :
* Progress All Incidents, service requests, changes and problems that are assigned to the Second Line support queue
* Assigning any tickets which are unable to be resolved by second line to 3rd line teams, whilst ensuring the ticket quality is of a high standard.
* Proactively manage ticket updates to all customers, 3rd parties and Vendors through to resolution
* Consistently meet Service Desk Key Performance Indicators (KPI) as set by the Service Desk leadership Team
* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
* When required, attend the Change Advisory Board (CAB) and Problem Review meetings
We'd love you to have
* Articulate; ability to communicate clearly and persuasively
* Exceptional communication and interpersonal skills
* Motivated, competitive and results driven
* Able to work independently and as part of a team, with a ‘can do' attitude.
* Ability to manage and prioritise requirements, whilst maintaining a focus on quality work
* Good time management, and the ability to thrive in a fast-paced environment to meet SLA's
Work in a way that works for you
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns :
* Hybrid working– 2-3 d ays in the office and 2-3 days working from home
* Working flexible hours - flexing the times you start and finish during the day
* Flexibility around school pick up and drop offs
Join us
To become part of the success story, please apply now.
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Anyinformation you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com / jobs / our-culture /
Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authenticallyyouas possible when submitting your application to showcase your true and whole self.
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