2nd Line Service Desk Technician

Join the front line of IT support where your expertise keeps users productive and the business moving.

Our Client has a requirement for a 2nd Line Service Desk Technician, who will be required to work on a contract basis in Warrington.

Role Purpose:

Our Client is seeking a professional and customer-oriented Second-Line IT Support Technician to deliver reliable on-site technical support to end-users. The postholder will serve as the primary local IT presence, ensuring the continuity and efficiency of day-to-day technology operations through effective issue resolution, equipment maintenance, and user assistance. This position requires strong analytical and problem-solving capabilities, clear and confident communication skills, and a commitment to providing a high standard of service. The successful candidate will contribute to a positive and collaborative working environment while supporting colleagues in achieving operational effectiveness.

Job Role Responsibilities:

• General End-User IT Support
• Provide first-line technical support to end-users via ticketing system, drop-ins, and scheduled Tech Bars
• Diagnose and resolve hardware and software issues, including device swap-outs
• Deliver technical training and education to end-users during Tech Bar sessions
• Provide VIP support to key stakeholders.
• Technical Troubleshooting
• End User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)
• Act as local "hands & eyes" support for second and third-line support colleagues and external partners
• Assist with IT security incidents
• Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)
• Manage stock inventory of IT equipment
• General ticket management, ensuring all tickets are dealt with in a timely and professional manner
• Service Improvement and Collaboration:
• Proactively suggest and implement service improvements
• Participate in the Business Relationship Management function

Experience / Skills / Knowledge / Qualifications:

• Experience with IT ticketing systems
• Basic networking knowledge
• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
• Cloud Platform experience, particularly Microsoft Azure
• Strong Microsoft 365 (inc. Office 365) skills and experience
• Experience with Video Conferencing and telephony systems.
• Willingness to undertake funded and self-paced training, to enhance skills & experience
• Excellent customer service and communication skills
• Strong problem-solving and troubleshooting abilities

Company information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a 2nd Line Service Desk Technician looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.