IT Helpdesk / 2nd line support - Manchester, £25k basic

PNG Recruitment Solutions
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

My client is a market leading global company who are brilliant to work for. They are looking for an experienced IT Helpdesk Analyst / 2nd line IT support person to be based at their Manchester office.


Good all round understanding of IT and the resultant business impact of customer downtime

Proactive, customer centric attitude

Ability to work to a high degree of accuracy and under pressure

Willingness to keep up to date with developments in technology and customer service

Microsoft certified in Desktop operating systems

Understanding of basic Networking concepts

Understanding of Lotus Notes

Office 365

Microsoft Exchange Server awareness

Having knowledge of some of the following technologies would be an advantage but not essential.

  • ITIL Methodologies
  • VMware, Hyper V and Xen hypervisor systems
  • Cisco Network administration
  • Juniper
  • Microsoft Windows Desktop Operating Systems 98-2000-ME-XP-Vista-7-8.1-10
  • Microsoft Exchange 2003/2007/2010/2013/+
  • Microsoft Office - 2003/2007/2010/2013/+
  • Windows Server - 2003/2008/2012/+
  • Hosted Exchange Systems - Office 365, Third Party Hosted Systems
  • Backup systems-Symantec Backup Exec, NT Backup, Backup Assist and internet based backup systems
  • Managed Broadband services - Installation, Provisioning and support
  • Internet services - POP3, IMAP, IIS and Outlook Web Access
  • Netapp, Dell and EMC SAN systems
  • System Centre suite 2007 and 2012
  • Unix and Linux server administration
  • HP Proliant and blade platforms
  • SQL and VM clustering support
  • SQL Maintenance tasks / backup and monitoring checks.
  • Active Directory
  • Lotus Notes
  • Monitoring Solutions (PRTG)


The role holders’ primary responsibilities:-

The Service Desk Analyst is a key role as the Service Desk should be at the hub of Service Delivery. The role holder is responsible for the handling of customer calls in a professional, customer focussed manner, with the aim of solving the users issues as soon as possible. The Service Desk Analyst will use a triage process and knowledge base to quickly identify a solution or pass on to a more technically experience colleague for resolution. A key responsibility is to ensure full and comprehensive call notes are taken and added to the Call record.

The role holder should be the prime, single point of contact for customer users to resolve issues, complaints, adherence to SLAs.


To facilitate the restoration of normal operational service with minimal business impact within agreed service levels

To facilitate changes or additions to the service environment as requested by the customer or by assigning the operation to an ON Site Engineer

Monitor and report on customer infrastructure and systems to provide proactive support

Receiving calls, First Level customer support and service restoration

Co-ordinating Second level and 3rd party support groups

Responsible for adherence to all ITIL processes including Event/Incident/Problem Management/Service Request Management

Responsible for the adherence to the Held Calls process

Ultimately responsible for ensuring the customer is kept informed at all times

Responsible for adherence to the VIP process

Responsible for adherence to the 3rd party supplier management process

Responsible for adherence to Service Desk Operational processes

Responsible for quality of their individual Call notes

Responsible for ensuring that a 'Shift Left’ support model is adhered to with calls being resolved 'right first time’ by 1st Level Service Desk Analysts rather than the constant bouncing of calls to IT Consultants at 3rd Level or On Site Engineers

Where possible majority of calls to be dealt with and solved at the Service Desk

Responsible for providing effective user requirements for the Service Management solution

Responsible for providing effective user requirements for the Alert & Event Management solution

This is a superb opportunity to join a highly successful global company with a superb reputation. They offer fantastic career prospects as well as a great working environment. Please apply by emailing your CV and I will ring you with more details.