Snr Service Desktop Specialist / 4th Line Support

Job Title: Snr Service Desktop Specialist / 4th Line Support
Contract Type: Permanent
Location: Burton upon Trent
Salary: £40000 - £45000 per annum
Start Date: ASAP
Reference: EW/P/17945
Contact Name: Ellie Walker
Contact Email:
Job Published: September 11, 2018 09:40

Job Description

Currently working with a client based in Burton-on-Trent for a Senior Service Desktop Specialist, you will report into the Senior Manager. Experience with relevant sectors such as pubs, hospitality, retail or hotels would be highly beneficial.

Individual Accountabilities:

  • Responsible for delivering an exceptional level of IT Support service to their departments, acting as the SME for regional support incidents
  • Receiving and owning escalations from departments, owners and other parts of the business 
  • Ensuring that any incidents are resolved as quickly as possible
  • Supporting the Global Services & Support function with regional expertise and technical knowledge, this role will be the “final stop” from their customer point of view in ensuring their IT Services are restored
  • Providing early life support for newly deployed services or solutions
  • Working with their suppliers ensuring they consistently deliver great service at or above contractual SLAs
  • Driving improvements in customer satisfaction
  • Providing a “follow the sun” OT support model to ensure the business is supported 24/7
  • Traveling to different sites to provide desk side support when required
  • Provide major incident management service.

Knowledge & Experience:

  • ITIL Foundation V3 Certification
  • Microsoft and / or Cisco 
  • Experience working in technical support
  • Supplier management experience
  • Subject Matter Expert technical ability in at least 3 of the following areas:
  • Email & Internet based technologies
  • Data centre operations
  • Security and patch management 
  • Microsoft client technologies
  • Microsoft server technologies 
  • Cisco networking technologies

Individual Capabilities:

  • Excellent customer care, relationship building and interpersonal skills
  • Strong analytical and problem solving skills with the ability to work and remain calm under pressure
  • Excellent communication skills with ability to translate technical concepts into simple terms
  • The ability to deliver training material to individuals or small groups
  • Self-motivated and the ability to work under own initiative
  • Second language (German, French or Mandarin) preferred 
  • Flexibility to work out of hours if required during major incidents
  • Ability to translate technical speak to plain understandable language 

Apply on-line now or call our office for an informal chat - 01543 622407

GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.

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