Job Description

THIS ROLE IS FULLY OFFICE BASED




The

Service Support Specialist II

is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.

Key Responsibilities:

Service Desk:

Lead

incident coordination

for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).

Incident Resolution:

Own and resolve

Tier 3 incidents

that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.

Computer Break/Fix:

Serve as the

SME for hardware lifecycle management

, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.

Monitoring & First Line of Support:

Manage and

tune proactive monitoring alerts

for major IT solutions. Lead the initial

triage and communication

during high-severity incidents, ensuring timely stakeholder updates.

Continuous Improvement:

Lead Problem Management efforts

for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.

Knowledge, Skills, Abilities & Experience (KSAs)

Knowledge:

Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.

Skills:

Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.

Training/Certifications:

Training, academic coursework on computer hardware, operating systems, and computer network functionality. Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired. 2- 4 years of IT support experience, with service desk/desktop support (required*).
High School Diploma/GED required; Associate degree in IT/related field (preferred).*


NOTWITHSTANDING the details in this job description, the jobholder from time to time will undertake such work as may be determined by their Line Manager or equivalent consistent with the key tasks of the job.

What's in it for you?

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Secure reserved car parking space and excellent transport links 31 days holidays per year including 8 bank holidays Healthcare Scheme
Company pension plan
Life Assurance
Salary Sacrifice Schemes
Various discounts and other incentives


Qualifying period applies*