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1st/2nd Line Service desk engineer

North East England

  • Reference: 385978
  • Job type: Permanent
  • Salary: £20,000-£25,000

  • Location: Newcastle upon Tyne

The Company:

We are delighted to be support our valued client, a prominent brand operating across the hospitality sector.

Our client is seeking to bring onboard a professional and confident IT analyst to help support the service desk, desktop, and server functions. 


The Role:

The role reports directly to the Service Delivery Manager and will be the first point of contact for all customer incidents and problems. This is a critical role for our client, with the aim to always strive consistently to always deliver exemplary customer service.

Main Purpose of Role:

  • Provide 1st line support to customers.
  • Ensure exceptional levels of customer service
  • Fix and resolve issues and queries where possible
  • Raise monitoring alarms from customer systems via our monitoring software
  • Engage with 2nd and 3rd line teams to seek advice or escalate complex issues.
  • Ensure timely resolution of requests in line with agreed SLAs


Required Experience:


  • At least 1 year of experience in a service delivery role is essential
  • Experience working with ITIL or an understanding of the framework
  • Experience of service desk functions including SLA management
  • Proven ability to manage large volume activities, across multiple work streams
  • Strong knowledge of Microsoft based operating systems
  • Windows Server 2012/2016
  • AD/Group Policy
  • MS Office
  • VMware
  • Citrix - Desirable

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