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- Tasks: Diagnose and resolve technical incidents while delivering top-notch customer service.
- Company: Join TSG, a leading Managed IT Services provider with a commitment to excellence.
- Benefits: Enjoy flexible working, competitive salary, and a range of employee perks.
- Why this job: Be part of a dynamic team making a real impact in the tech industry.
- Qualifications: Microsoft certification and strong skills in networking and cloud environments required.
- Other info: Great career progression opportunities and a supportive, open culture.
The predicted salary is between 36000 - 60000 £ per year.
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 elevate and resolve advanced problems, contributing to continuous improvement initiatives and knowledge sharing within the service desk.
Job responsibilities will include, but are not limited to:
- 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 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.
Knowledge, Skills & Experience:
- At least one Microsoft certification at the associate level, such as AZ-104: Azure Administrator Associate, AZ-500: Azure Security Engineer Associate, AZ-700: Azure Network Engineer Associate, AZ-140: Azure Virtual Desktop Associate or SC-300: Identity and Access Administrator Associate.
- A full UK driving license 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.
- 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.
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 assistance programme, Paid CSR Days, Company sick pay and income protection cover, Enhanced Maternity and Paternity pay, Discounted gym membership, Long service rewards.
If this sounds like the role for you, please apply today to be considered.
Service Desk Consultant - Level 2 in Glasgow employer: TSG
Contact Detail:
TSG 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 or former employees at TSG on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. Personal connections can give you insights that you won’t find in the job description.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this role involves diagnosing and troubleshooting, be ready to discuss specific scenarios where you've resolved complex issues. Use examples from your past experience to showcase your expertise.
✨Tip Number 3
Show off your customer service skills! TSG values exceptional service, so think of times when you went above and beyond for a customer. Be ready to share these stories during your interview to demonstrate that you align with their commitment to service excellence.
✨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 Team TSG. Let’s get you that Level 2 Service Desk Consultant role!
We think you need these skills to ace Service Desk Consultant - Level 2 in Glasgow
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. Mention any relevant Microsoft certifications and your experience with on-premise infrastructure, networking, and cloud environments. We want to see how you can bring your skills to the table!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Level 2 Service Desk Consultant role. Use keywords from the job description to show that you understand what we’re looking for.
Emphasise Customer Service: Since delivering exceptional customer service is key for us, make sure to include examples of how you've provided great support in previous roles. We love seeing candidates who are passionate about helping others!
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 shows you’re keen to join Team TSG!
How to prepare for a job interview at TSG
✨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 specific tools and technologies you've worked with, like Microsoft Exchange or Azure services, as this will show your expertise and confidence.
✨Demonstrate Problem-Solving Skills
Prepare to share examples of how you've diagnosed and resolved complex technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to work under pressure.
✨Showcase Your Customer Service Skills
Since delivering exceptional customer service is key for this role, think of instances where you've gone above and beyond for a customer. Be ready to explain how you maintain communication and ensure timely resolutions, as this aligns with TSG's commitment to service excellence.
✨Be Ready to Collaborate
Collaboration is crucial in this role, so prepare to discuss how you've worked with other teams to resolve issues. Highlight any experience mentoring or coaching others, as well as your approach to sharing knowledge, which is important for continuous improvement initiatives.
