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: Fully office-based role with excellent career growth opportunities.
- 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 30000 - 40000 £ 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.
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).
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.
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
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 generous holiday allowance, and opportunities for continuous improvement, our company fosters a culture of collaboration and innovation, making it an excellent employer for those seeking meaningful and rewarding careers in IT support.
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 on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this role involves incident resolution and ITSM processes, be ready to discuss your experience with specific tools and scenarios. We want to see how you tackle real-world problems!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Use the STAR method (Situation, Task, Action, Result) to describe past experiences where you led improvements or resolved complex issues. This will highlight your ability to drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
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 of the Service Support Specialist II role, so don’t be shy about showcasing your expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. We love seeing enthusiasm and a personal touch, so let your personality come through.
Showcase Your Skills:Don’t forget to mention any specific technical skills you have, like scripting with PowerShell or your knowledge of ITSM processes. We’re looking for someone who can hit the ground running, so highlight those skills that make you stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Phillips & Cohen
✨Know Your 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 in the past, particularly those involving virtualization or operating systems.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've led problem management efforts or performed root cause analysis. Highlight any continuous improvement initiatives you've been part of, as this role values proactive solutions.
✨Communicate Clearly
Since you'll be acting as a liaison between end-users and IT teams, practice explaining technical concepts in simple terms. Good communication is key, so think about how you can convey complex information effectively during the interview.
✨Demonstrate Your Technical Skills
Be ready to discuss your scripting abilities, especially with PowerShell. If possible, bring examples of scripts you've written for automating tasks or diagnostics, as this will show your hands-on experience and technical prowess.
