IT Service Desk Engineer - 2nd Line Support

Posted Yesterday by Henderson Scott
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IT Service Desk Engineer - 2nd Line Support - Leading Retail Company

Leading fashion retailer are recruiting for a 2nd line support engineer to work in there global head office based in London. This role also provides support to the distribution and contact centre operations. Providing 1st and 2nd line support to all users with an engaging and focused service offering. The role involves shift rotation, including weekend and on-call work.

Service delivery

  • Logging and monitoring of all calls
  • Providing first time resolution whenever possible
  • Producing reports and stats to improve service levels
  • Liaising with suppliers both internal and external
  • Ability to multi-task and work under pressure

Communication skills

  • Ability to build relationships with a broad range of people across the business
  • To communicate effectively and proactively to all users, including regular feedback
  • Coordinate with 3rd parties involved in projects


  • Hands on experience of building desktops/ laptops
  • Day to day support of desktops, Thin Clients, laptops and printers
  • Installation of new printers, screen and other equipment
  • Supporting Citrix and Windows TS environment issues
  • Support of cabling and TCP/IP issues
  • Support of VoIP phones and day to day phone system operations
  • Update and deploy, iPhones and iPads to users
  • Assisting in ensuring that the infrastructure integrity is managed effectively.

Technical Skills

  • Windows 2008R2/2012/2016
  • Windows Terminal Services/Citrix Desktop
  • Active Directory
  • Office 2010 - 2016, including Office 365 Suite
  • Exchange 2010 - 2016, plus Exchange Online
  • Skype for Business
  • Group Policies
  • Mitel Phone Systems/VoIP
  • Imaging Software

Personal Attributes/ Behavioural Skills

  • Strong sense of trust, accountability, and commitment
  • A solid team-player
  • Enthusiastic, dynamic and keen to learn
  • Experience of a busy customer service environment
  • Retail and online exposure / multi-site
  • Ability to multi-task whilst under pressure
  • Ideally degree level educated
  • Good communication skills
  • Natural problem solver with excellent analytical ability

IT Service Desk Engineer - 2nd Line Support - Leading Retail Company

Required skills

  • Active Directory
  • Citrix
  • Exchange
  • VoIP
  • Windows Server

Reference: 36193391

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