Job Title: Senior Service Desk Consultant – 3rd Line
Location: Newcastle
Salary: £37,000 + Bonus
Job Type: Full Time
About the role;
In this role you will work in the Senior Service Desk team taking escalated incidents from Service Desk Agents, Service Desk Consultants, customers and management. You will respond to and resolve technical incident escalations via telephone and remote access. This role may also require occasional travel to visit customer sites.
This is a hybrid role so you will be expected to work from our office in Glasgow city centre a few days per week for regular team collaboration time.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies‘ and one of the ‘Top 50 Technology Companies‘ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding‘ employee engagement.
Here’s why;
- Our open and honest culture where feedback is taken on-board and acted upon
- The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
- Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have another amazing all staff festival arranged for 2022
- Two paid CSR days per annum that you can use towards giving something back
- Our charity fundraising – TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
- Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
- Flexible working policy
- Relaxed dress policy
- Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
- Incident management / prioritisation management to ensure service levels are met
- Identify, investigate and recommend corrective actions for client problems
- Keeping up to date with the latest software and technology
- Promoting continuous improvement and best practice within the department
- Improving the skillset of the Service Desk Agents and Service Desk Consultants by feeding back information on resolutions to escalated incidents and basic mentoring and guidance of assigned Service Desk staff
- Assisting in delivering support to TSG’s larger customers at a high level
- Assisting in the resolution of post install issues after TSG projects
- Assisting in the transition of projects to the support team
- Where required attend customer sites to assist with high priority and complex incidents
- Inform Management of any situation with potential to cause serious client dissatisfaction
Knowledge, Skills & Experience;
- MCSA or similar Microsoft qualification is desirable
- Strong experience troubleshooting Microsoft applications (Exchange SQL)
- Strong experience in Lan/Wan diagnosis
- Knowledge of other server technologies (Linux/Novell etc.) would be an advantage
- Excellent organisational skills
- Ability to work unattended to required deadlines
- Ability to manage workload and prioritise tasks based on the needs of the customer
- Good telephone manner
- Excellent communication skills
- Excellent logical/troubleshooting skills
- Excellent customer facing skills
- Excellent attention to detail
- Ability to communicate with customers at Director and Head of IT level
Benefits;
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance 4 x Salary
- Contributory pension scheme at 4% matched
- Perkbox discounts
- Paid CSR Days
- Company sick pay
- Income protection cover
- Enhanced Maternity and Paternity pay
- Home-based and hybrid opportunities
- Long service benefits including increased annual leave accrued with service
- Cycle to work scheme
- Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.
Candidates with the relevant experience or job titles of: IT 2nd Line Support Engineer, IT 3rd Line Support Engineer, IT Service Desk Technician, 2nd Line Support Technician, 3rd Line Support Technician may also be considered for this role.
