2nd Line IT Support Specialist - Service Desk Expert

Hmsworks; Liverpool; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Pension plan

Health benefits

Employee discounts

Job summary

Torus is seeking a 2nd Line Service Desk Analyst to join our IT team in Liverpool. The role provides escalation support across the group, guiding incidents from first-line resolution to final Closure while upholding ITIL practices.

Based at our Liverpool office with occasional visits to Warrington, St Helens or Stonebridge, you will work a rotating shift including potential out-of-hours support and contribute to IT projects and knowledge sharing.

Qualifications

• Degree-level education, a relevant IT qualification, or equivalent hands-on IT support experience.
• Previous experience providing IT support to end users within a service desk, helpdesk or technical support environment.
• Knowledge of Windows 11, Microsoft 365, Active Directory and Microsoft Exchange.
• Understanding of basic networking principles and troubleshooting techniques.
• Experience managing incidents and resolving technical issues with good customer communication.

Responsibilities

• Provide second-line technical support for incidents and service requests escalated from the first-line team.
• Act as a subject matter expert for designated technology areas, providing specialist guidance and support.
• Own and manage support tickets through to resolution with timely updates to customers.
• Troubleshoot and resolve issues related to hardware, software applications, Microsoft technologies, and basic networking.
• Escalate unresolved issues to third-line support and external suppliers as needed.

Job description

Torus is seeking a 2nd Line Service Desk Analyst to join our IT team in Liverpool. The role provides escalation support across the group, guiding incidents from first-line resolution to final Closure while upholding ITIL practices.

Based at our Liverpool office with occasional visits to Warrington, St Helens or Stonebridge, you will work a rotating shift including potential out-of-hours support and contribute to IT projects and knowledge sharing.