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For Companies At a Glance
- Tasks: Diagnose and resolve technical incidents while delivering top-notch customer service.
- Company: Join SC ASCENDI INC., a dynamic tech company in Glasgow.
- Benefits: Enjoy 25 days leave, bonuses, healthcare, and more perks.
- Why this job: Make a real impact by solving complex tech issues and mentoring others.
- Qualifications: Microsoft certification and strong skills in networking and cloud environments.
- Other info: Great career growth opportunities in a supportive team environment.
The predicted salary is between 36000 - 48000 ÂŁ per year.
SC ASCENDI INC. is looking for a Level 2 Service Desk Consultant in Glasgow. The role is full time, permanent and offers up to ÂŁ40k plus bonus.
About the role
As a Level 2 Service Desk Consultant you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on‑premise infrastructure such as networking and servers, as well as cloud environments. You will ensure timely resolution, maintain accurate documentation, and deliver exceptional customer service while adhering to agreed SLAs. Additionally, you will collaborate with other technical teams to escalate and resolve advanced problems, contributing to continuous improvement initiatives and knowledge sharing within the service desk.
Job responsibilities
- Ensure customers' tickets are responded to within SLA.
- Ensure communication with the customer is regular with regards to their incident/change request.
- Diagnose and resolve incidents using TSG's remote access tools and verbal instructions.
- Update TSG's ticketing system and technical information repository with detailed notes.
- Liaise with partners and third parties to aid in the resolution of incidents.
- Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers.
- Maintain a high-quality service for our customers.
- Assist with the mentoring and coaching of Service Desk Agents, Apprentices and more junior 2nd line engineers.
- Assist in the creation of best practice, new user and leaver guides.
- Act as Buddy when required for the induction of new 2nd line team members.
- You will also be expected to carry out any reasonable duties which may be requested from time to time.
About You
Knowledge, Skills & Experience
- At least one Microsoft certification at the associate level (e.g. AZ‑104, AZ‑500, AZ‑700, AZ‑140, SC‑300).
- A full UK driving licence is required.
- Strong expertise in on‑premise infrastructure, including networking and server management, combined with solid cloud skills.
- Extensive knowledge of server and networked environments.
- Experience with virtualisation technologies.
- Strong background in desktop support.
- Proficient understanding of firewalls, anti‑virus, and other security technologies.
- Hands‑on experience with Microsoft Exchange and Office 365.
- Ability to tailor coaching and training styles to meet individual needs.
- Strong relationship‑building skills with the wider business.
- Professional telephone manner.
- In‑depth understanding of firewall technologies.
- Experience with cloud‑based backup solutions.
- Good understanding of on‑premises backup technologies.
- Knowledge of hosted telephony.
- Familiarity with routing and switching.
- Experience with enterprise anti‑virus software, such as Sophos.
- Significant experience supporting hybrid or cloud infrastructure.
Benefits
- 25 days annual leave + public holidays, rising with length of service.
- Employee benefits trust.
- Company bonus scheme.
- Life assurance 4 x Salary.
- Contributory pension scheme at 4% matched.
- Healthcare and cash plan.
- Electric vehicle salary sacrifice scheme.
- Cycle to work scheme.
- Employee discounts.
- Employee assistance programme.
- Paid CSR Days.
- Company sick pay and income protection cover.
- Enhanced Maternity and Paternity pay.
- Employee recognition scheme.
- Eyecare vouchers.
- Discounted gym membership.
- Long service rewards.
Please click on the APPLY button to be redirected to our website to complete your application.
Service Desk Consultant - Level 2 in Glasgow employer: SC ASCENDI INC.
Contact Detail:
SC ASCENDI INC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Consultant - Level 2 in Glasgow
✨Tip Number 1
Network like a pro! Reach out to current employees at SC ASCENDI INC. on LinkedIn or through mutual connections. A friendly chat can give us insights into the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk scenarios. We should also be ready to showcase our troubleshooting skills with real-life examples. Confidence is key!
✨Tip Number 3
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, it’s a great way to reiterate our interest.
✨Tip Number 4
Make sure to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, we can keep track of our application status easily!
We think you need these skills to ace Service Desk Consultant - Level 2 in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience and skills that match the Level 2 Service Desk Consultant role. We want to see how your background in troubleshooting, networking, and cloud environments aligns with what we're looking for.
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 you can contribute to our team. We love seeing enthusiasm and a bit of personality, so don’t hold back!
Showcase Your Certifications: If you've got any Microsoft certifications or other relevant qualifications, make sure they’re front and centre in your application. We value continuous learning and expertise, so let us know what you've achieved!
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 – just click the APPLY button!
How to prepare for a job interview at SC ASCENDI INC.
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around on-premise infrastructure and cloud environments. Be ready to discuss your experience with networking, servers, and any relevant Microsoft certifications you hold. This will show that you're not just familiar with the concepts but can also apply them in real-world scenarios.
✨Showcase Your Customer Service Skills
As a Service Desk Consultant, exceptional customer service is key. Prepare examples of how you've handled difficult situations or resolved issues for customers in the past. Highlight your communication skills and how you keep customers informed throughout the troubleshooting process.
✨Demonstrate Problem-Solving Abilities
Be ready to walk through your thought process when diagnosing and resolving incidents. You might be asked to solve a hypothetical problem during the interview, so practice articulating your approach clearly and logically. This will help the interviewers see your analytical skills in action.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing projects, or the company’s approach to continuous improvement. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
