Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first and second line IT support to staff, resolving incidents and service requests.
- Company: Join Colchester Institute, a leading provider of education and training.
- Benefits: Supportive environment, career growth opportunities, and a chance to make a difference.
- Why this job: Be the go-to tech hero, ensuring everyone has reliable IT services.
- Qualifications: Experience in customer service and knowledge of IT Service Management tools.
- Other info: Join a vibrant community dedicated to excellence in education.
The predicted salary is between 30000 - 42000 £ per year.
Join Colchester Institute – Where Your Career Makes a Difference. At Colchester Institute, we believe in the power of education to transform lives and communities. As one of the region’s leading providers of education and training, we are proud to offer a dynamic, supportive and forward-thinking working environment where staff can thrive and make meaningful change.
We are looking for a Service Desk Technician - Second Line to provide first and second line technical support to staff to resolve incidents and service requests. In this role, you will ensure everyone has reliable IT services, deliver excellent customer support and be the key point of contact for your team.
About the role:- Provide timely first and second line support to users via phone, email, and service desk systems.
- Resolve incidents and service requests in line with agreed service levels.
- Log, prioritise, and manage incidents and service requests accurately within the ITSM system.
- Ensure issues are resolved or escalated appropriately.
- Create, modify, and disable user accounts and permissions in line with security policies.
- Support password resets and access-related requests.
- Install, configure, and troubleshoot desktops, laptops, peripherals, and mobile devices.
- Support standard operating systems and approved applications.
- Provide remote assistance to our satellite sites from our main Colchester site and, where required, onsite technical support.
- Ensure minimal disruption to users and services.
- Create and maintain clear documentation and knowledge base articles.
- Promote self-service and consistent issue resolution.
- Deliver a professional, customer-focused service at all times.
- Communicate clearly with users regarding progress and resolutions.
- Escalate complex issues to third-line teams when required.
- Work closely with other IT teams to resolve recurring problems.
- Knowledge of working with an IT Service Management tool.
- Current Service desk experience.
- Experience in a customer service role.
- Experience with M365 environments.
- BTEC level 2 or CompTIA A+ core 1 & 2.
Why join us? At Colchester Institute, we value our staff and invest in their growth. Joining us means becoming part of a vibrant community dedicated to excellence in education and training. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.
We do not engage with recruitment or search agencies unless they have been officially contracted in line with our PSL.
Service Desk Technician - Second Line in Colchester employer: Colchester Institute Enterprises Limited
Contact Detail:
Colchester Institute Enterprises Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician - Second Line in Colchester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Colchester Institute. Understanding their values and mission can help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing excellent support, think of examples from your past experiences where you’ve gone above and beyond for a customer. We want to hear those stories during your interview!
✨Tip Number 3
Be ready to demonstrate your technical skills! Brush up on your knowledge of IT Service Management tools and M365 environments. You might be asked to solve a problem on the spot, so showing off your troubleshooting skills could really impress the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re enthusiastic about the role and keeps you fresh in their minds.
We think you need these skills to ace Service Desk Technician - Second Line in Colchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Desk Technician role. Highlight your relevant experience with IT service management tools and customer service, so we can see how you fit right in!
Show Off Your Skills: Don’t hold back on showcasing your technical skills! Mention your experience with M365 environments and any troubleshooting expertise you have. We want to know what makes you a great fit for our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. This will help us understand your qualifications quickly and easily.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Colchester Institute Enterprises Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around IT Service Management tools and M365 environments. Be ready to discuss your experience with troubleshooting desktops, laptops, and mobile devices, as well as how you've resolved incidents in the past.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer support, think of examples where you've gone above and beyond for users. Prepare to share specific instances where you delivered a professional service and communicated effectively with customers.
✨Familiarise Yourself with the Company
Do a bit of homework on Colchester Institute. Understand their mission and values, and be prepared to explain how your skills and experiences align with their goal of making a difference in education and training.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the tools they use, or how they handle escalations. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
