2nd Line Service Desk

2nd line Service Desk - £220 per day via umbrella - Glasgow on site - SCC Flex Contract

Your responsibilities as 2nd line Service Desk:

2nd line responsibility for resolving incidents to SLA.

Requests/IMAC completion to SLA

Escalations - Responsibility to maintain <2% Incident per month

CSAT's for incident handled to over 4.5/5 per month

Coordinating with Level 3 Teams to highlight major level issues

Undertaking Project Task in support of both Internal & External Project Managers

Undertaking NSR Taks to agreed Timescales.

Finding resolution of technical issues for Laptop/Desktop Hardware's, networks, printers.

Troubleshooting System Failures, identifying the bottlenecks and improving efficiency.

Installing & configuration of Software/Hardware

Helping to create technical documentation and manual

As a 2nd line Service Desk, you will have:

Microsoft Windows OS - Candidates who have experience handling LTSC Channels, KIOSK will have more preference.

Understanding the Desktop/Laptop Hardware Architecture to resolve any technical related issues (BitLocker, User Administrations etc).

Basic level of understanding in SCCM/Active Directory/Networks (WLAN/VLAN/Wi-Fi)

Setting up and servicing peripheral equipment's such as printers, plotters etc.

Performs staging of Desktop/Laptop.

Ensures tickets are updated at all times until issues are resolved.

Escalates unresolved incidents/service request details to 2nd level of support.

NOTE: At SCC, we take the privacy and security of your information very seriously, any information we hold will be by current data protection legislation. Upon submitting your application SCC will process your information in line with our privacy policy which can be found on our website under the Legal section -> Privacy Notice -> Flexible Resourcing.