ICT Support Technician (2nd Line)

Adecco; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a 2nd Line ICT Support Technician for a one-week rolling contract in Londonderry/Derry, Northern Ireland. The role involves managing 2nd line ICT support activities, reporting service metrics, and engaging with team members on performance. Candidates should have relevant experience in high-quality IT support and incident management.

Qualifications

• Relevant experience managing a 2nd level technical support team in high-quality IT and AV services.
• Experience using ITSM tools to manage 2nd level technical support requests.
• Experience with incident and problem management associated with IT and AV services.

Responsibilities

• Focus on all 2nd line ICT support activities for IT and AV services.
• Report on service metrics utilizing the IT Service Management tool.
• Ensure appropriate updates and call management are prioritized.

Skills

Managing a 2nd level technical support team

Using ITSM tools

Incident and problem management

Engaging with team members on service levels

Job description

2nd Line ICT Support Technician

GBP17.60ph - 35h/week - 1 week rolling contract

5 days on-site - Londonderry/Derry (Northern Ireland)

THE ROLE

Your responsibility will focus on all 2nd line ICT support activities of IT and AV services, provided to end users. You will report on service metrics utilizing our IT Service Management tool and demonstrate progress of individuals, ensuring appropriate updates and call management are prioritized.

EXPERIENCE

• Relevant experience managing a 2nd level technical support team in the delivery and support of high-quality IT, AV, and event services.
• Experience using ITSM tools to manage 2nd level technical support requests, ensuring timely, high-quality resolution to meet customer expectations.
• Relevant experience of incident and problem management associated with IT and AV services, utilizing relevant ITIL-based processes and best practices.
• Evidence of engaging with team members on service levels including performance, compliance with SLAs/KPIs, and associated reporting.