At a Glance
- Tasks: Diagnose and resolve technical incidents while delivering exceptional customer service.
- Company: Join TSG, a leading Managed IT Services provider with a commitment to excellence.
- Benefits: Enjoy flexible working, competitive salary, and generous annual leave.
- Other info: Great career progression opportunities and a supportive, open culture.
- Why this job: Be part of a high-performing team and contribute to innovative tech solutions.
- Qualifications: Microsoft certification and strong skills in networking and server management required.
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 escalate 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 - 2nd Line (Infrastructure) in London employer: TSG
At TSG, we pride ourselves on being a leading Managed IT Services provider that not only delivers exceptional technology solutions but also fosters a vibrant and inclusive work culture. Our commitment to employee ownership, continuous professional development, and a strong emphasis on community support through initiatives like the TSG Foundation make us an outstanding employer. With flexible working options, generous benefits, and recognition as a 'Great Place to Work', TSG offers a rewarding environment for Service Desk Consultants looking to grow their careers while making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Consultant - 2nd Line (Infrastructure) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at TSG on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss your experience with on-premise infrastructure and cloud environments. We want to see that you can tackle those tricky incidents head-on!
✨Tip Number 3
Show off your customer service skills during the interview. Remember, it’s not just about solving problems; it’s about how you communicate with customers. Share examples of how you've gone above and beyond to help someone out.
✨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, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Service Desk Consultant - 2nd Line (Infrastructure) in London
Some tips for your application 🫡
Show Off Your Skills:Make sure to highlight your technical skills and relevant certifications in your application. We want to see how your experience aligns with the role of a Level 2 Service Desk Consultant, so don’t hold back!
Tailor Your Application:Take a moment to customise your CV and cover letter for this specific role. Mention your experience with on-premise infrastructure and cloud environments, as well as any customer service achievements that showcase your ability to deliver exceptional support.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
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 knowledge of on-premise infrastructure, networking, and cloud environments. Be ready to discuss specific technologies you've worked with, like Microsoft Exchange or Azure, and how you've tackled complex issues in the past.
✨Showcase Your Customer Service Skills
Since this role involves delivering exceptional customer service, prepare examples of how you've handled difficult customer interactions. Highlight your communication skills and how you ensure customers are kept informed throughout the troubleshooting process.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving abilities. Think about past incidents you've resolved and be ready to walk the interviewer through your thought process, from diagnosis to resolution.
✨Demonstrate Team Collaboration
Collaboration is key in this role, so be prepared to discuss how you've worked with other teams to resolve issues. Share examples of how you've contributed to knowledge sharing and continuous improvement initiatives within a team setting.
