Service Desk Technician - Second Line

Responsibilities

• Provide timely first and second line support to users via phone, email, and service desk systems. Resolve incidents and service requests in line with agreed service levels.
• Log, prioritise, and manage incidents and service requests accurately within the ITSM system. Ensure issues are resolved or escalated appropriately.
• Create, modify, and disable user accounts and permissions in line with security policies. Support password resets and access‑related requests.
• Install, configure, and troubleshoot desktops, laptops, peripherals, and mobile devices. Support standard operating systems and approved applications.
• Provide remote assistance to our satellite sites from our main Colchester site and, where required, onsite technical support. Ensure minimal disruption to users and services.
• Create and maintain clear documentation and knowledge base articles. Promote self‑service and consistent issue resolution.
• Deliver a professional, customer‑focused service at all times. Communicate clearly with users regarding progress and resolutions.
• Escalate complex issues to third‑line teams when required. Work closely with other IT teams to resolve recurring problems.

• Knowledge of working with an IT Service Management tool.
• Current Service desk experience.
• Experience in a customer service role.
• Experience with M365 environments.
• BTEC level 2 or CompTIA A+ core 1 & 2

At Colchester Institute, we believe in the power of education to transform lives and communities. As one of the region's leading providers of education and training, we are proud to offer a dynamic, supportive and forward‑thinking working environment where staff can thrive and make meaningful change. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.