2nd Line/ Service Desk Support (Hybrid) – 88975SR

Website Proactive IT


£32k – 35k per year + Benefits


2 days on-site


  • Maintain a high level of service, support and delivery across the IT Service Desk.
  • Own and troubleshoot incoming 1st to 2nd line incidents and requests.
  • Responsible for your own service desk documentation and updating of the team knowledge base.
  • Proactive approach to improving service desk efficiency.
  • Responsible for owning assigned tickets, escalation and time tracking.
  • Ensuring all procedures available to you are accurate and if not, work with your service desk manager to update.
  • Working with Service Desk Manager to ensure time is accurately captured and attributed correctly to client SLAs.
  • Assisting the team to perform problem management and identify trends in support where issues repeat.
  • Ensure SLAs are met or exceeded and prevent breeches.
  • Help deliver projects when project tasks are assigned.
  • Site visits as required to assist clients and deploy infrastructure as directed by and with the support of the senior team.


  • Provide an excellent support structure to clients as part of the service desk team.
  • Encourage rapid escalation when relevant of complex technical tasks to 3rd line to prevent procrastination.
  • Ensure that remedial works is carried out promptly to resolve any outstanding or detected issues.
  •  Champion documentation and our internal knowledge database
  • Be accountable for the quality and expediency of all your own service desk activities.
  • Keep rework to a minimum.
  • Accurately record time and always meet your commitment to the client.
  • Meet KPIs provided by the service desk manager.
  • Take on 3rd line queries where possible and within skillset. 


  • ITIL Foundation. (desirable)
  • Previous experience working as an engineer in an IT service desk environment.
  • Exposure to Zendesk
  • Exposure to time tracking tools and working knowledge

Working From Home:

  • Hybrid working up to 3 days at home and 2 days in office. 
  • You may be required to periodically come into the office as required 

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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