Level 2 Service Desk Specialist / 2nd Line Support

FPSG Connect; Hoddesdon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT services provider is seeking a 2nd line Support Technician to join their team in Hoddesdon for a 6-month on-site role. The right candidate will have strong ITIL knowledge and service desk experience, along with excellent troubleshooting and communication skills. You will resolve L1 and L2 tickets, troubleshoot IT issues, and work closely with a collaborative team environment.

Qualifications

• Experience in L1 & L2 support roles.
• Ability to work independently in a service desk environment.
• Positive, proactive attitude.

Responsibilities

• Own and resolve L1 & L2 tickets quickly.
• Troubleshoot and fix IT issues.
• Handle ad-hoc IT requests and contribute to projects.
• Collaborate with the IT Service Desk Team Lead.

Skills

ITIL knowledge

Ticket handling experience

Troubleshooting skills

Communication skills

Job description

Overview

Ref: 113444

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, 0131 270 6608 or [e-mail]

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