At a Glance
- Tasks: Lead incident resolution and improve service desk operations in a dynamic IT environment.
- Company: Join a forward-thinking company with a focus on innovation and teamwork.
- Benefits: Enjoy 31 days of holiday, healthcare, pension plans, and exclusive discounts.
- Other info: Secure parking and excellent transport links available.
- Why this job: Make a real impact by solving complex IT issues and enhancing user experiences.
- Qualifications: 2-4 years of IT support experience and strong communication skills required.
The predicted salary is between 35000 - 42000 £ per year.
This role is fully office based. The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.
Key Responsibilities
- Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
- Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
- Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
- Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
- Continuous Improvement: Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.
Notwithstanding the details in this job description, the jobholder from time to time will undertake such work as may be determined by their Line Manager or equivalent consistent with the key tasks of the job.
Knowledge, Skills, Abilities & Experience (KSAs)
- Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.
- Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
- Training/Certifications: Training, academic coursework on computer hardware, operating systems, and computer network functionality. Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired.
- 2-4 years of IT support experience, with service desk/desktop support (required).
- High School Diploma/GED required; Associate degree in IT/related field (preferred).
What’s in it for you?
- Secure reserved car parking space and excellent transport links
- 31 days holidays per year including 8 bank holidays
- Healthcare Scheme
- Company pension plan
- Life Assurance
- Salary Sacrifice Schemes
- Various discounts and other incentives
- Qualifying period applies
Service Support Specialist II in Salford employer: Phillips & Cohen Associates, Ltd.
As a Service Support Specialist II, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and professional growth. With a comprehensive benefits package including healthcare, a pension plan, and generous holiday allowances, our company fosters a culture of continuous improvement and collaboration, ensuring you have the resources and opportunities to excel in your role. Located in an area with excellent transport links and secure parking, we are committed to providing a rewarding and meaningful employment experience.
Contact Details:
Phillips & Cohen Associates, Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Specialist II in Salford
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles or departments on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to incident management and IT support. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to discuss specific incidents you've resolved, especially those involving Tier 3 issues or major service disruptions. Real-life examples make a big impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Service Support Specialist II in Salford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in IT support and incident management. We want to see how your skills match the key responsibilities listed in the job description, so don’t hold back on showcasing your expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Support Specialist II role. Share specific examples of how you've resolved complex incidents or led improvements in previous roles.
Show Off Your Skills:Don’t forget to mention any certifications or training you have, especially those related to IT Service Management or desktop administration. We love seeing candidates who are proactive about their professional development!
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 to do!
How to prepare for a job interview at Phillips & Cohen Associates, Ltd.
✨Know Your IT Stuff
Make sure you brush up on your IT knowledge, especially in areas like networking, server infrastructure, and cloud platforms. Be ready to discuss specific incidents you've resolved, particularly those involving virtualization or operating systems.
✨Show Off Your Communication Skills
As a Service Support Specialist II, you'll need to communicate effectively with both end-users and technical teams. Practice explaining complex IT concepts in simple terms, and be prepared to demonstrate how you've successfully managed stakeholder communications during high-severity incidents.
✨Prepare for Problem Management Questions
Expect questions about your experience with root cause analysis and continuous improvement efforts. Think of examples where you've identified recurring issues and implemented permanent fixes, showcasing your proactive approach to problem management.
✨Get Familiar with Scripting
Since proficiency in scripting is key for this role, be ready to discuss your experience with tools like PowerShell. Consider preparing a few examples of how you've used scripting to automate tasks or improve efficiency in your previous roles.
