Second Line Service Desk Operative

Sureserve; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading compliance and energy services provider in Glasgow is seeking an experienced ICT Technician to deliver high-quality technical support both remotely and on-site. The successful candidate will manage incidents, provide customer advice, and ensure adherence to security policies. Strong communication skills and familiarity with ITIL practices are essential. Join a dynamic team and contribute to operational excellence.

Qualifications

• Experience providing technical support for hardware and software.
• Knowledge of ITIL framework and service operations.
• Ability to gather and input sensitive information accurately.

Responsibilities

• Provide high-quality remote and on-site technical support.
• Promote ITIL framework in daily service operations.
• Act as the escalation point for Service Desk colleagues.

Skills

Previous IT experience

Strong communication skills

ITIL Foundation

CompTIA A+ (or equivalent)

CompTIA N+ (or equivalent)

Job description

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.

Role Overview

The ICT Technician position will be a dynamic, self-motivated IT professional with the opportunity to perform a 360-degree role. The position holder will be responsible for providing high-quality remote and on-site technical support for various issues and problems on both hardware and software in varying configurations. You will be required to adopt a hands‑on approach to problem solving and take ownership of assigned incidents and manage them to resolution. The technician will be able to make the role their own, bringing fresh ideas and new tech to the forefront of the organisation.

Key Responsibilities

• Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance, as will the other service components of ITIL.
• To provide advice to customers within Sureserve on the efficient and safe use of computer systems.
• To be fully abreast of all Sureserve Security policies and processes, being able to fully endorse and enforce these in the live environment.
• Ensure that the efficient resolution of faults and customer feedback is addressed as a matter of priority.
• Maintain ownership of calls and maintain communication with customers to achieve response targets defined by the Business.
• Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact following the Service Level Agreement.
• Will act as the escalation point for Service Desk colleagues.
• Providing technical advice to customers and colleagues.
• Gather detailed, complex and sensitive information, inputting this accurately into ICT Systems where appropriate.
• Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
• Assist in the monitoring of Sureserve ICT infrastructure, raising support calls and escalating when appropriate.
• Responsible for monitoring the forward schedule of change to remain informed about planned infrastructure outages.
• Within own sphere of responsibility, ensure the Service Desk achieve targets
• Maintenance and administration of telephony systems across the group
• Report Writing and analytical analysis

Skills & Experience

• Previous ITexperience
• Strong communication skills
• ITIL Foundation
• CompTIA A+ (or equivalent)
• CompTIA N+ (or equivalent)