IT Service Desk 2nd Line Specialist

Role: IT Service Desk 2nd Line Specialist

Location: Based in Manchester office

Package: £24,500 - £28,000 per annum DOE +  excellent benefits package

Role Purpose:

To provide remote technical support to all BV Northwest Europe employees and ensure resolution within SLA.
To be an escalation point for business-critical issues and priorities To contribute toward key IT deliverables through ongoing responsibilities such as new starter provisioning and replacement roadmap as well as other project work.

Main Duties and Responsibilities

• Follow existing Service Desk procedures to provide a 1st/2nd level support service to determine resolution and/or allocate to the relevant support group.
• Act as a single point of contact and receive calls from BV staff across Northwest Europe requesting assistance with IT issues.
• Accurately log calls into the Bureau Veritas ticket system and achieve/maintain end to end SLA’s for support requests/incidents.
• Ensure the level of quality associated with logging of detail within tickets and updates is according to standard.
• Follow existing procedures to provision/retrieve accounts and equipment to/from new starters/leavers
• Interface with other regional departments such as finance and HR regarding new starters/leavers.
• Ensure accurate documentation of local systems according to guidelines and provide updates to related teams.
• Place IT equipment orders in line with the budget/forecast.
• Manage the inventory of the IT assets.
• Support the NWE Service Desk analysts in their tasks, particularly for business escalations and priorities providing remote support where necessary before assigning to the local support team.
• Participate in projects upon request of IT/IS management
• Assist the NWE Service Desk Team Lead with the management of daily tasks within the NWE Service Desk Team
• Manage and co-ordinate Priority Incidents as per existing procedures
• Ensure clear communication and instruction to colleagues on IT related issues
• Ensure compliance with policies and procedures.
• Provide IT Support when and where needed across the country.
• Customer focused to work effectively as part of a team to resolve issues within SLA
• To work independently and capable of sharing knowledge and practices with a team.

Experience & Skills Required

• Experience in a similar 1st/2nd line role
• Knowledge of IT Support principles, including Windows O/S and Microsoft Office.
• IT related qualifications (MCSA Desktop/server – ITIL foundation) preferable
• Excellent Customer Service Skills
• Ability to prioritise and effectively time manage
• Effective communication skills
• Able to work independently and share knowledge/practises with the team/department

What’s in it for you?

• Competitive salary
• 25 days holiday + 8 bank holidays with the option to buy or sell 5 holidays, plus an option to carry over 5 days
• Combined employee/employer pension contributions of up to 12%
• Flexible working
• Flexible benefits scheme, to suit what is important to you including Life Cover, Private health care, Dental Care, GymFlex, Techscheme, Enhanced Maternity/Paternity policy, Give as You Earn scheme & Travel Insurance
• Health and Wellbeing Support through; Mental Health First aiders, Employee Assistance programme & Smart Health services
• Working for an Industry leading global Inspection company

Why Bureau Veritas

Flexible working patterns available to ensure that you maintain career progression and a healthy work life balance.

Our people are at the heart of everything we do, which is why we have worked hard to create a supportive and engaging culture, where individuals are given the opportunity to fulfil their true potential.

At Bureau Veritas you can benefit from a busy and varied client facing environment, working with market leaders across a wide range of sectors including but not limited to:

Food manufacturing, Chemical manufacturing, Banking, Retail, Logistics, Power and Utilities including Nuclear, Automotive, Public Sector, Mobile Plant, Emergency Services, Transport and Construction.

We pride ourselves on our partnership approach, which means you will be encouraged to develop strong client relationships - combining technical expertise with service excellence to exceed your clients’ expectations.