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) 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 focus on community engagement makes us an excellent employer for those seeking meaningful careers in the tech industry. With flexible working options, generous benefits, and a proven track record of employee satisfaction, TSG is dedicated to ensuring that every team member thrives both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Consultant - 2nd Line (Infrastructure)
✨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. TSG values exceptional service, so be ready to share examples of how you've gone above and beyond for customers in the past.
✨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!
We think you need these skills to ace Service Desk Consultant - 2nd Line (Infrastructure)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Consultant role. Highlight your expertise in on-premise infrastructure, cloud environments, and any relevant Microsoft certifications to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you want to join TSG. Don’t forget to mention how you can contribute to our commitment to excellence.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've diagnosed and resolved technical incidents in the past. We love seeing candidates who can demonstrate their troubleshooting prowess and ability to work under pressure.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
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. This will show that you're not just familiar with the concepts but have hands-on experience.
✨Demonstrate Your Problem-Solving Skills
Prepare to share examples of complex incidents you've diagnosed and resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see how you approach troubleshooting and your ability to think critically under pressure.
✨Show Off Your Customer Service Skills
Since this role involves delivering exceptional customer service, be ready to discuss how you've handled difficult customer interactions. Highlight your communication skills and how you keep customers informed during the resolution process. This is key to aligning with TSG's commitment to service excellence.
✨Be Ready to Collaborate
Collaboration is crucial in this role, so think of examples where you've worked with other teams to resolve issues. Discuss how you’ve contributed to knowledge sharing or continuous improvement initiatives. This will demonstrate that you’re a team player who values collective success.
