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1st Line IT Helpdesk

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360 Resourcing Solutions

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Location:
United Kingdom , Salford

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

27000.00 - 30000.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • Lead incident coordination for major or widespread service disruptions
  • Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform)
  • 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
  • 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
  • Manage and tune proactive monitoring alerts for major IT solutions
  • Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates
  • Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams

Requirements:

  • 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)
  • Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms)
  • Strong understanding of IT Service Management (ITSM) processes
  • Exceptional incident management and communication skills
  • Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics
  • Training, academic coursework on computer hardware, operating systems, and computer network functionality
  • Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired

Nice to have:

  • Associate degree in IT/related field (preferred)
  • Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired
What we offer:
  • 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

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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