At a Glance
- Tasks: Resolve escalated IT incidents and service requests with advanced troubleshooting.
- Company: Join a well-established IT Service Desk supporting businesses nationwide.
- Benefits: Competitive day rate, hybrid working, and flexible shifts.
- Other info: Enjoy a varied shift pattern with opportunities for career growth.
- Why this job: Gain hands-on experience in a dynamic IT environment while making a real impact.
- Qualifications: Experience in IT support, strong knowledge of Windows 11, and M365 services.
A 2nd Line IT Support Contractor is required to join a well-established IT Service Desk who supports the business on a National scale. The 2nd Line Contractor will be part of the team who picks up and resolves any escalated incidents and service requests and those requiring advanced troubleshooting and resolution.
SHIFTS: The shift pattern is based on a 7-week rotation. Within this, you'll be expected to work 4 normal shifts (8-5), 1 late shift (10-7) and 2 weekend shifts (Sat & Sun 8-7). When on the weekend shift, you'll be expected to work Monday 8-5, Tuesday 8-5 and Wednesday 8-12, before having Wednesday afternoon, Thursday, and Friday as the 'Weekend'.
What you'll need to succeed:
- Previous experience of working in a busy IT Service Desk
- Strong knowledge of Windows 11 (On-premise domain & Cloud integrated)
- Experience with Active Directory and Azure Active Directory user & group administration
- Ability to support M365 services (Teams, SharePoint, OneDrive)
- Knowledge of InTune
- Previous experience of working with ITIL service management processes
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
2nd Line Support employer: Hays Technology
Join a dynamic and supportive IT Service Desk team in York, where your expertise in 2nd Line Support will be valued and nurtured. With a hybrid working model and a structured shift pattern, you will enjoy a balanced work-life while contributing to a national scale operation. The company fosters a culture of growth and development, providing opportunities for skill enhancement and career progression in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desks. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Be ready to discuss specific incidents you've resolved, especially with Windows 11 and M365 services. We want to see how you think on your feet!
✨Tip Number 3
Show off your ITIL knowledge! Employers love candidates who understand service management processes. Bring examples of how you've applied these principles in past roles to the table.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talented individuals like you to join our team.
We think you need these skills to ace 2nd Line Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with IT Service Desks and the specific technologies mentioned in the job description. We want to see how your skills match what we're looking for!
Showcase Your Troubleshooting Skills:In your application, give examples of how you've successfully resolved escalated incidents before. We love seeing real-life scenarios that demonstrate your problem-solving abilities.
Be Clear and Concise:When writing your cover letter or any additional information, keep it straightforward. We appreciate clarity, so make sure you get to the point while still showing your enthusiasm for the role.
Apply Through Our Website:Don't forget to apply 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 Hays Technology
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, Active Directory, and M365 services. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them. This will show that you’re not just familiar with the tools, but you can also apply your knowledge effectively.
✨Understand ITIL Processes
Since the role requires experience with ITIL service management processes, take some time to review these concepts. Be prepared to explain how you've applied ITIL principles in your previous roles, especially in managing incidents and service requests.
✨Show Your Team Spirit
This position is part of a team that works on escalated incidents, so highlight your teamwork skills. Share examples of how you've collaborated with colleagues to solve complex issues or improve service delivery. It’s all about showing that you can work well under pressure and support your teammates.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of incidents you might encounter, or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
