1st Line IT Helpdesk

Phillips & Cohen Associates, Ltd.; Salford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A dynamic service support company based in Salford is seeking a Service Support Specialist II. In this mid-level role, you will lead incident resolution for major disruptions, manage proactive monitoring, and drive improvements in IT service processes. The ideal candidate will have 2-4 years of IT support experience, strong incident management skills, and a solid understanding of IT Service Management processes. A supportive environment offers benefits such as healthcare, pension plans, and a generous holiday package.

Benefits

Secure reserved car parking

31 days of holidays including 8 bank holidays

Healthcare Scheme

Company pension plan

Life Assurance

Qualifications

• 2-4 years of IT support experience, preferably in service desk/desktop support.
• Strong understanding of IT Service Management (ITSM) processes.
• Expertise in multiple areas of IT, including cloud productivity platforms.

Responsibilities

• Lead incident coordination for major service disruptions.
• Own and resolve Tier 3 incidents.
• Manage proactive monitoring alerts for major IT solutions.
• Perform root cause analysis for recurring issues.

Skills

Incident management

Communication skills

Scripting (PowerShell)

Basic networking

Service Desk knowledge

Education

High School Diploma/GED

Associate degree in IT or related field

Job description

THIS ROLE IS FULLY OFFICE BASED*

Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.

Key Responsibilities

• Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
• Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
• Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
• Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high‑severity incidents, ensuring timely stakeholder updates.
• Continuous Improvement: Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.

Knowledge, Skills, Abilities & Experience (KSAs)

• Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.
• Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
• Training/Certifications: Training, academic coursework on computer hardware, operating systems, and computer network functionality. Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired.
• 2‑4 years of IT support experience, with service desk/desktop support (required).
• High School Diploma/GED required; Associate degree in IT/related field (preferred).

NOTWITHSTANDING the details in this job description, the jobholder from time to time will undertake such work as may be determined by their Line Manager or equivalent consistent with the key tasks of the job.

What's in it for you?

• Secure reserved car parking space and excellent transport links
• 31 days holidays per year including 8 bank holidays
• Healthcare Scheme*
• Company pension plan*
• Life Assurance*
• Salary Sacrifice Schemes*
• Various discounts and other incentives*
• Qualifying period applies