IT Helpdesk Level 2

Position Description

Due to the continued growth of the business and the increased use of technology an exciting opportunity has arisen to join the IT Helpdesk team. Reporting to the IT Support Manager, this role provides second level support to IT users within the company, covering many applications and systems, user administration and escalation of issues within the team.

This role is based at Witham St. Hughs.


• Handling IT issues and requests received via telephone, email and portal
• Provision of Level 2 Support
• Have an in depth working knowledge of the IT infrastructure
• Solve issues and with a focus on root cause
• Support Level 1 Helpdesk Analysts with day to day queries
• Be up to date with latest research, mobile technology etc.
• Liaison with technical teams, tracking of issues through to resolution and maintaining communication with the user
• Accurate escalation of problems to third level support teams where appropriate
• First and second level support for systems including Microsoft Office, in house applications and remote access solutions currently in place
• User administration for all supported sites and systems including starters, leavers and password resets
• Attending company sites as appropriate

Position Requirements

• Experience of providing second line support.
• Proven ability to diagnose problems and provide solutions quickly in a complex environment.
• Demonstrate proficient, accurate keyboard skills with a good working knowledge of Microsoft Office applications
• Excellent communication skills with a confident and professional telephone manner
• Self-motivated and capable of working on own initiative as well as part of a team.
• Ability to communicate effectively to IT management
• Proactive in learning and maintaining substantial amounts of information

Job Summary

Job Title IT Helpdesk Level 2
Location Lincoln
Job Type Permanent
Salary £20k
Last Updated 05/05/2018
Reference SF39958
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