2nd line Desktop Engineer

Ref No. 24167
Posted 21 Mar 2023


Employment: Permanent

Job description

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IntaPeople are working with a Swansea based tech company to expand the Infrastructure team with a Service Desk Analyst. Ideally, you will have an ITIL qualification, but we’re interested in speaking with 1st/2nd line support technicians with an understanding of ITIL best practices

About you

  • You’ll be a self-starter, proactive, inquisitive and driven.
  • You will be an excellent communicator with the ability to communicate complex IT issues to non-technical staff and management
  • Customer Service is an integral part of the role so you’ll have strong communication and people skills


About the role:

  • Responsibilities include call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications.
  • You will ensure all work undertaken is managed within the designated Call logging system (Ivanti) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance.
  • The role involves general maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration as well as administration of a Windows and Thin Client estate

The experience required

  • PC’s, Printers, Networking, Microsoft, Citrix, Active Directory, Sophos Antivirus and DLP.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 with Office 2016/365 exposure
  • Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment.
  • User & Security Group Active Directory administration experience
  • Experience managing major incidents including business expectations and communications.
  • Experience with Ivanti ISM and EPM is desirable


About the benefits:

  • 25 days holiday, plus 8 public holidays
  • Company pension scheme
  • Annual pay reviews
  • 12% Bonus
  • Free on-site parking
  • Development opportunities and additional training
Your consultant

Kim Gibbons

IT Team Lead

Get in touch: