IT Service Desk Technician - 2nd Line

  • Location


  • Sector:

    IT Service Delivery Recruitment

  • Job type:


  • Salary:

    £18-£19 per hour

  • Contact:

    Keith Wilkins

  • Contact email:


  • Job ref:


  • Published:

    over 1 year ago

  • Duration:

    2 months +

  • Expiry date:


  • Startdate:


  • Consultant:


My Portsmouth based client operates a busy IT service desk and is looking for an additional team member to provide 2nd Line Support, both remotely and deskside. This is a busy and challenging environment calling for excellent customer service and problem solving skills alongside solid 2nd line support skills.


  • Manage a call queue using ITSM tools
  • Handle calls that come into the Service Desk via telephone, email and walk-ins.
  • Undertake routine installations and de-installations of items of hardware and/or software
  • Identifying and solving complex problems
  • Testing
  • Hardware fixes
  • Technical problem resolution; or, escalation where appropriate
  • Update the CMDB
  • Application support
  • Continual service improvement
  • Participate in the rota for the desktop call monitor
  • Create and update documentation as required
  • Supporting remote users

Required skills/experience:

  • Microsoft Operating Systems (Windows 7, Windows 8.1 and Windows 10 
  • Microsoft Office (current versions)
  • Hardware troubleshooting, repair and/or support
  • Hardware and software installation
  • Application Support
  • Desktop Support – 1st & 2nd line
  • Windows Administration (active directory)
  • Report writing and record keeping
  • Systems Administration
  • Configuration Management CMDB
  • Problem Management
  • Knowledge of Networking principles
  • Experience in using App-V 4.6 and System Centre Configuration Manager (SCCM)
  • A+ Certification or equivalent knowledge
  • A relevant Microsoft Certification or equivalent experience
  • Working to standards of best practice
  • Delivering outcomes in a high pressure environment


The work will involve occasional evening/weekend work, although the rota covers 8am-6pm Monday-Friday.

To fulfil this role, you will be innovative and creative and thrive on solving complex problems. This is an initial 2 month contract with a possible extension available.  For further information and an initial discussion please call Keith Wilkins today or send your CV for review. 

Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools.  On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role