At a Glance
- 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.
- Other info: Great career progression opportunities and a supportive, open culture.
- Why this job: Be part of a dynamic team making a real impact in the tech industry.
- Qualifications: Microsoft certification and strong skills in infrastructure and cloud environments required.
The predicted salary is between 30000 - 40000 £ 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 solve advanced problems, contributing to continuous improvement initiatives and knowledge sharing within the service desk.
Who are we?
TSG (Technology Services Group) is a Managed IT Services provider supporting businesses UK wide with their technology solutions.
As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.
TSG is one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid‑market.
Our commitment to excellence for our customers and employees is backed by our consistent world‑class NPS score of +80 and our accreditation as a 'Great Place to Work' in addition to being placed on the 'UK’s Best Workplaces in Tech' list in both 2024 and again in 2025.
Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.
Why should I work for TSG?
- Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success shares in our success.
High performing members of Team TSG are entered into an employee benefits trust (EBT).
The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long‑term value and mutually beneficial outcomes
- Our open and honest culture where feedback is taken on‑board and acted upon
- Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
- Two paid CSR days per annum that you can use to support the community
- Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
- Our responsibility to the environment as we work towards net carbon zero
- Flexible working opportunities including home working and hybrid options
- Annual salary benchmarking
- Excellent progression opportunities, training and support, including recognised qualifications
- 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.
#J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Consultant - Level 2 (Infrastructure) in Glasgow
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what TSG values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges TSG might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at TSG!
✨Direct Apply to TSG
Let's not forget to apply directly through the TSG website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Consultant - Level 2 (Infrastructure) in Glasgow
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at TSG.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at TSG. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at TSG
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
