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Service Desk - 2nd Line

Job Details

Milton Keynes, Buckinghamshire
Role Type
£26000 - £33000 per annum + excellent benefits
Job Ref: J1881_1716892756

IT Service Desk Support (2nd Line)

Full time, office-based role

Up to £28,000 plus 20% shift allowance and excellent benefits. (based on 28k basic, you would earn £33,600 per annum including the shift allowance)

As Service Desk Operator, you will be working for a global organisation, assisting with the roll out of network equipment across various customer sites in the UK and Europe.

The role primarily involves the receipt of incident notifications from customers or network monitoring systems, on-going management of incidents (including technical troubleshooting), and subsequent resolution of incidents for external customers.

The UK head office is based in Milton Keynes, and you'll be working as part of a friendly and well-established team.

This would suit someone who has worked in an IT support/Service desk role previously.

In this job, your duties will include:

  • Log and own customer incidents
  • Update incidents with detailed and relevant information in a timely and effective manner
  • Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
  • Technical 2nd and 3rd line troubleshooting and resolving remote site network issues
  • Ensure Customer Service Level Agreements are met or exceeded
  • Respond to customer enquiries in a timely and efficient manner
  • Ensure engineers are despatched when required and according to the SLAs in place for all customers
  • Provide reports for internal and external customers as and when required

Ideally, for this role we are looking for:

Field service or technical service desk experience is essential

Highly IT literate and with a technical understanding

Basic Network or Cisco knowledge would be a huge advantage

A natural problem solver and a strong communicator


24 hour/seven day a week shift plan, which will include night and weekend working and working on some Public Holidays, depending on roster.

During the initial training period the shifts will be 8.30am - 5pm Monday to Friday. When you are trained and feeling confident, the shift pattern will cover the following:

Early 0600 - 1430

Mid 0830 - 1700

Evening 1030 - 1900

Late 1300 - 2130

Night 2130 - 0600 (you can work from home for this shift)

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.

Apply now