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Service Desk Technician - 2nd Line

CDL Software
Closing date
23 Feb 2021

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Technology & New Media
Contract Type
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Job Details

Are you a Service Desk Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Service Desk Role? We want to hear from you!

As a Service Desk Technician - 2nd Line, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA's you will provide thorough investigation to find the root cause of problems. You will help diagnose 2nd line technical faults with the applications through resolution, within agreed SLA's. We are looking for a Service Desk Technician who has excellent problem solving skills with the ability to understand client problems and the impact it has on a client's activities.

There will be a strong customer service focus to your role and communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information and identifying problems effectively, resolving 2nd line issues and escalating to team leaders and managers where necessary. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.

About CDLCDL are proud to achieve the Top Employer 2019 for the third year running! We are looking for talented people to join us on our journey. CDL has established its position as a market leader in the highly competitive retail insurance sector by consistently creating powerful enterprise software solutions that deliver competitive and innovative advantage to our customers.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We like to work in small, focused groups so you are always learning from people around you and you feel a part of the success of each project you are involved with.

  • Experience in a similar service desk / 2nd line position
  • Computer literate, with some experience of operating systems and/or PCs.
  • Excellent customer service skills, being able to empathise with clients is a must!
  • Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
  • GCSE A-C in Maths and English, or equivalent.
  • Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
  • Adaptable, flexible and able to work to agreed deadlines (SLA's)
  • Passionate and posses a willingness to learn.
  • An awareness of ITIL is an advantage.

  • An awareness of ITIL is an advantage.

  • Top employer for 4th year running
  • Excellent training and development platform
  • Opportunities for career progression
  • Health and Wellbeing programme
  • Mental Health First Aiders
  • Virtual activities, lunch and learns, coffee mornings and meetups.
  • 25 days holiday to start
  • Life and health assurance
  • Pension scheme
  • Community projects
  • Dress down policy

Campus Benefits
  • On-site free parking
  • Open plan modern offices
  • Shuttle bus to and from the station
  • Subsidised restaurant
  • Games room and chill out zone
  • Social activities, regular social events through our social group Xtra, including a summer bbq, competitions, bowling, go-karting, football games, Winter party and much more!
  • Car wash, barber, yoga classes, boot camp and massage services all on site
  • Cycle to work scheme
  • Shower and dry rooms
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