We are recruiting on behalf of a leading Managed Service Provider (MSP), delivering IT services into a government department. This is an excellent opportunity to join a professional IT team supporting a secure, enterprise-scale environment where you'll play a key role in delivering high-quality deskside support to end users.
As a Deskside Technician, you will act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You'll provide hands-on technical support, take ownership of incidents through to resolution and deliver an exceptional customer experience.
Key Responsibilities
• Provide 2nd Line deskside support for hardware, software and application issues.
• Act as the escalation point for technical incidents from the Service Desk.
• Take ownership of incidents and service requests through to successful resolution.
• Troubleshoot desktop, laptop, peripheral and Microsoft Windows issues.
• Diagnose technical faults and escalate to 3rd Line Support where appropriate.
• Keep users informed with regular updates throughout the incident lifecycle.
• Build strong relationships with end users and provide excellent customer service.
• Support continuous service improvement initiatives and follow ITIL best practice.
• Work collaboratively with wider IT teams to ensure outstanding service delivery.
Skills & Experience
• Previous exp...
IT Support Engineer • York, North Yorkshire, UK
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