Senior Service Desk Consultant - 3rd Line


Premium Job From BluetownOnline Ltd

Recruiter

BluetownOnline Ltd

Listed on

9th September 2022

Location

Newcastle Upon Tyne

Salary/Rate

£37000 - £37000

Type

Permanent

Start Date

ASAP

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Job Title: Senior Service Desk Consultant - 3rd LineLocation: NewcastleSalary: £37,000 + BonusJob Type: Full TimeAbout the role;

In this role you will work in the Senior Service Desk team taking escalated incidents from Service Desk Agents, Service Desk Consultants, customers and management. You will respond to and resolve technical incident escalations via telephone and remote access. This role may also require occasional travel to visit customer sites.

This is a hybrid role so you will be expected to work from our office in Glasgow city centre a few days per week for regular team collaboration time.Who are we? TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement. Here's why; Our open and honest culture where feedback is taken on-board and acted uponThe monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where neededOur social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first 'TSG Festival' in 2021, Team TSG's feedback was so positive that we have another amazing all staff festival arranged for 2022Two paid CSR days per annum that you can use towards giving something backOur charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own 'TSG Foundation'Our responsibility as a business to the environment as we are working towards becoming a net carbon zero businessFlexible working policyRelaxed dress policyExcellent progression opportunities, training and support, including recognised qualificationsJob responsibilities will include, but are not limited to; Incident management / prioritisation management to ensure service levels are metIdentify, investigate and recommend corrective actions for client problemsKeeping up to date with the latest software and technologyPromoting continuous improvement and best practice within the departmentImproving the skillset of the Service Desk Agents and Service Desk Consultants by feeding back information on resolutions to escalated incidents and basic mentoring and guidance of assigned Service Desk staffAssisting in delivering support to TSG's larger customers at a high levelAssisting in the resolution of post install issues after TSG projectsAssisting in the transition of projects to the support teamWhere required attend customer sites to assist with high priority and complex incidentsInform Management of any situation with potential to cause serious client dissatisfactionKnowledge, Skills & Experience; MCSA or similar Microsoft qualification is desirableStrong experience troubleshooting Microsoft applications (Exchange SQL)Strong experience in Lan/Wan diagnosisKnowledge of other server technologies (Linux/Novell etc.) would be an advantageExcellent organisational skillsAbility to work unattended to required deadlinesAbility to manage workload and prioritise tasks based on the needs of the customerGood telephone mannerExcellent communication skillsExcellent logical/troubleshooting skillsExcellent customer facing skillsExcellent attention to detailAbility to communicate with customers at Director and Head of IT levelBenefits;Company bonus scheme25 days annual leave + public holidaysLife assurance 4 x SalaryContributory pension scheme at 4% matchedPerkbox discountsPaid CSR DaysCompany sick payIncome protection coverEnhanced Maternity and Paternity payHome-based and hybrid opportunitiesLong service benefits including increased annual leave accrued with serviceCycle to work schemeEmployee recognition schemeIf this sounds like the role for you, please apply today to be considered. Candidates with the relevant experience or job titles of: IT 2nd Line Support Engineer, IT 3rd Line Support Engineer, IT Service Desk Technician, 2nd Line Support Technician, 3rd Line Support Technician may also be considered for this role.

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