Service Desk Engineer / 2nd Line Service Desk Analyst - £25K - Leeds

Bright IT Recruitment Limited
19 Apr 2017
19 May 2017
Contract Type
Full Time

Bright IT Recruitment is currently recruiting a Service Desk Engineer / 2nd line Service Desk Analyst for Software Cloud, a successful cloud advisory and managed service provider based in Leeds city centre. They are arranging interviews in the next week, so a prompt application is recommended.

The successful candidate will have a passion for delivering great service and a real inner drive for getting things done, and as well as having broad technical skills.

The role offers a competitive salary and benefits, as well an opportunity for the successful candidate to progress their career with the latest cloud based technologies such as Microsoft Office 365, Microsoft Azure and Citrix Cloud.

All employees enjoy the use of an Apple Mac laptop computer, a Herman Miller Mirra 2 task chair and a PlayStation 4/VR for team recreational fun.

Summary of the role

The Service Desk Engineer is responsible for delivering high quality support in a fast-paced, multi-customer environment. This includes telephone, e-mail and web based incidents and service requests.


  • 1st / 2nd line incident management and service requests.
  • Desktop support, including Operating System and Applications such as Microsoft Office.
  • Responding to system events from the monitoring solution.
  • Problem solving, especially relating to 2nd line incidents.
  • Implementation of basic client solutions.
  • Client site visits for support and implementation.
  • Basic technical support of LAN, WAN, Internet circuits, VPN.
  • Monitoring and managing backups.
  • Delivering vulnerability patch management.
  • Creating and publishing Monthly Service Desk Reporting.
  • Major incident management.
  • Client Communication.
  • Administration of cloud systems including Citrix Cloud, Microsoft Office 365 and Microsoft Azure.
  • Out of hours support rota.

Personal attributes

  • A passion for service.
  • Skilled communicator via all mediums e.g. telephone, email and face to face.
  • Hunger to learn.
  • Integrity.
  • Curiosity.

Technical Experience

Exposure to the following is essential:

  • Microsoft Desktop applications including Microsoft Office
  • Windows Desktop - Windows 7 to Windows 10
  • Networks
  • Firewalls
  • Security
  • Identity such as Active Directory
  • Thin clients
  • Printers/Multifunction devices/scanners

Exposure to the following would be advantageous:

  • Citrix or Remote Desktop Services
  • Microsoft Office 365
  • Microsoft Azure
  • Microsoft Windows Server - 2003 to 2016
  • Microsoft SQL Server
  • Microsoft Exchange
  • Linux Windows Server - 2003 to 2016


  • ITIL Foundation or significant experience working within ITIL
  • A College Diploma or University Degree in Computer Sciences would be advantageous
  • Certifications in MCSA, MCDST or MCITP Desirable

Apply today to Debbie Simms at Bright IT Recruitment for immediate consideration

Keywords - Service Desk / Helpdesk / 2nd Line Support / 2nd Line Service Desk / IT Support