IT Service Desk Specialist: First & Second Line Support

TrinityBridge; Northwich; On-site; GBP 25,000 - 32,000; Full time

Job summary

TrinityBridge in Northwich is seeking an IT Service Desk technician to provide frontline and second-line support, log requests, and assist users with IT services. You will coordinate with local and regional IT teams, troubleshoot issues, raise tickets with third parties, participate in disaster recovery tests, and help ensure timely resolution while maintaining high service levels.

You will grow through structured training and cross-team collaboration in a diverse environment that values

Qualifications

• Certified to ITIL v4 Foundation Level
• Experience of working within a technical help desk / 1+ years previous user support experience
• Proficient in Microsoft Operating Systems and Office Applications
• Knowledge IT Service Desk tools
• Basic knowledge of Active Directory and Exchange
• Basic understanding of network infrastructure
• Basic understanding of remote access services (VPN, remote desktop, etc.)
• ITIL IT Service Management foundation qualification
• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services

Responsibilities

• Log service requests onto a bespoke application for monitoring and auditing of workload
• Provide first and second line technical support to users
• Diagnose, troubleshoot and resolve IT Service Desk issues
• Coordinate with local CBAM IT Desktop Support and Infrastructure teams across Northwich, London, Glasgow
• Coordinate with Business Support and IT App Support for requests and changes
• Raise/escalate tickets with third party providers for data, voice, and network issues
• Support users in understanding all systems
• Assist with Disaster Recovery/Business Continuity tests
• Answer incoming calls and respond to emails
• Complete daily procedures against a checklist
• Be prepared to cover other sections and undergo training

Skills

Microsoft Operating Systems

Office Applications

Technical help desk

User support

Education

ITIL v4 Foundation Level

Tools

IT Service Desk tools

Active Directory

Exchange

VPN

Remote Desktop

Job description

TrinityBridge in Northwich is seeking an IT Service Desk technician to provide frontline and second-line support, log requests, and assist users with IT services. You will coordinate with local and regional IT teams, troubleshoot issues, raise tickets with third parties, participate in disaster recovery tests, and help ensure timely resolution while maintaining high service levels.

You will grow through structured training and cross-team collaboration in a diverse environment that values