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2nd Line Support - Service Desk Engineer - IT Helpdesk Analyst
Premium Job From AWD Recruitment
Recruiter: AWD Recruitment
Listed on: 24th December 2018
Location: Milton Keynes
Salary/Rate: £30000 - £30000
Salary Notes: + Excellent Benefits
Type: Permanent
Start Date:
Reference: AWDO-P4570_expired
Contact Name:

This job has now expired please search on the home page to find live IT Jobs.

IT Helpdesk Analyst / 2nd Line Support Service Desk Engineer that has a solid technical background with excellent troubleshooting and customer service skills is required for a well-established Company based in Milton Keynes, Buckinghamshire.

SALARY: up to £30,000 per annum + Excellent Benefits (see below for more details)

LOCATION: Milton Keynes, Buckinghamshire

TYPE: Full-Time, Permanent


We have a fantastic new job opportunity for an IT Helpdesk Analyst / 2nd Line Support Service Desk Engineer that has a solid technical background with excellent troubleshooting and customer service skills.

Working as the IT Helpdesk Analyst / 2nd Line Support Service Desk Engineer you will meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time.

As the IT Helpdesk Analyst / 2nd Line Support Service Desk Engineer you will identify recurring issues and trends, ensuring these are logged and escalated to the appropriate team member.

You will also take ownership of your client’s support requests, providing clear, concise, customer communication whilst managing their expectations. You will also mentor and support colleagues through knowledge sharing and practical guidance.

As a successful candidate, you will have a great opportunity to join this well-established Company that can offer excellent career progression opportunities and ongoing professional development training.


If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.


Your duties and responsibilities as the IT Helpdesk Analyst / 2nd Line Support Service Desk Engineer include the smooth running of their clients’ systems and network infrastructures ensuring the clients’ get maximum benefits from them. Activities may include:

                                                   Hardware and software installations

                                                   Manage and work to internal and customer SLA’s, escalating any concerns

                                                   Create and maintain customer specific infrastructure documentation

                                                   End-to-end ownership of problem resolution

                                                   Managing client expectations through clear communications

                                                   Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge


The Company is an award-winning business IT services Company based in Milton Keynes and was founded in 2002. The focus of the Company is to provide IT support in London, Milton Keynes and the surrounding areas.

As a successful candidate, you will be part of a committed IT Services Company providing high quality IT services. The aim is to provide the level of support a business would expect to receive from an internal IT support team.


As a services business, the Company doesn’t have a product to sell. The key to their success is the service that is delivered and therefore the people that deliver it. The benefits that the Company offer are:

                                                   An industry matching salary
                                                   Contributory pension scheme
                                                   A tailored professional and personal development plan
                                                   Receive up to 10 days training per annum, relevant to your position
                                                   Fully funded Open University degree
                                                   Employee share ownership scheme
                                                   When you join the Company you’ll get your pick of their amazing company perks from Perkbox
                                                   Support is just a phone call away with this valuable employee service that the Company offer called EASE from Westfield Health
                                                   Free financial wellbeing advice and competitive loans through the Neyber platform
                                                   Free flu jab
                                                   Cycle2Work Scheme
                                                   Discounted personal Costco membership
                                                   Mtech Scheme (technology loans on discounted IT products)
                                                   Free use of the on-site gym
                                                   Work in attractive office space with plenty of free parking - The office has: Pool, darts, ping pong, American diner and think pods for those quiet times
                                                   On-site weekly boot camp funded by the Company
                                                   Take part in their regular events and activities outside of work. This is for charity or just for fun


                                                   Previous IT Service Desk / Help Desk experience supporting SME’s

                                                   Excellent customer service skills

                                                   Working as part of a wider service delivery function

                                                   Supporting multi-site clients

Intermediate level of knowledge and application in:

                                                   MS Windows Server Technologies

                                                   SBS Technologies

                                                   Microsoft Exchange and Active Directory

                                                   Firewalls, Router & VPN Technologies

                                                   PC/Server Hardware - upgrade, both hardware and firmware. Raid configurations, iLO, make recommendations for upgrades

                                                   Group Policies - create, breakdown, troubleshoot issues

                                                   Firewalls, Routers & VPN’s - install, configure & troubleshoot


                                                   Microsoft Office 365

                                                   DNS - running through the DNS structure to ensure domain entries exist for DC's, moving external DNS services around to different IP's when internet changes

                                                   Symantec Backup Exec - install, configure, set-up backups to tape and disk


                                                   NAS & Storage Technologies

                                                   Cisco - install, configure, ACL's and NAT commands

                                                   Lync 2010

                                                   SharePoint 2007/2010

                                                   Websense - Administration


To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.


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