Level 2 Service Desk Specialist/2nd Line Support

Summary: The Level 2 Service Desk Specialist is responsible for managing and resolving L1 and L2 support tickets efficiently while ensuring smooth system operations. This role involves troubleshooting issues, handling IT requests, and collaborating with the IT Service Desk Team Lead and colleagues. The position is on-site and is expected to last for 6 months. Candidates should possess strong ITIL knowledge and proven experience in a service desk environment.

Key Responsibilities:

• Own and resolve L1 & L2 tickets with speed and precision.
• Troubleshoot and fix break-fix issues to keep systems running smoothly.
• Handle ad-hoc IT requests and contribute to small projects that make a big difference.
• Work closely with the IT Service Desk Team Lead and collaborate with a supportive team.
• Follow ITIL best practices and maintain accurate ticket documentation.

Key Skills:

• ITIL knowledge and a solid understanding of service management.
• Proven ticket handling experience in a busy service desk environment.
• Strong troubleshooting skills and the ability to work independently.
• Great communication and a positive, proactive attitude.

Salary (Rate): undetermined

City: Hoddesdon

Country: UK

Working Arrangements: on-site

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Overview

Ref: (phone number removed)

2nd line Support/Level 2 Service Desk/On-site/6 months

Role Responsibilities

Responsibilities will include:

• Own and resolve L1 & L2 tickets with speed and precision.
• Troubleshoot and fix break-fix issues to keep systems running smoothly.
• Handle ad-hoc IT requests and contribute to small projects that make a big difference.
• Work closely with the IT Service Desk Team Lead and collaborate with a supportive team.
• Follow ITIL best practices and maintain accurate ticket documentation.

Person Specification

Essential skills will include:

• ITIL knowledge and a solid understanding of service management.
• Proven ticket handling experience in a busy service desk environment.
• Strong troubleshooting skills and the ability to work independently.
• Great communication and a positive, proactive attitude.

Next Steps

Apply by contacting Ciaran Ahern, (phone number removed) or (url removed)

Equal Opportunities

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

We are Disability Confident and neurodiverse aware. If you have a disability, please tell us if there are any reasonable adjustments we can make to assist you in your application or with your recruitment process