2Nd Line Desktop Support

Start/End dates

04/12/2026 to 03/05/2027

Pay Grade/Rate UMB - £19.33

PAYE - £14.90 Basic £16.92 Premium

Location

South Street
Glasgow
Glasgow City

Job Description

• Undertake incident and request tasks
• Possess 2nd line responsibility for resolving incidents to SLA
• Maintain a 2% incident per month target
• Be responsible for the completion of assigned works within allocated time frames
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware

Your skills and experience

• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Experience handling LTSC Channels and KIOSK is highly desirable
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (Service Now)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• Full UK Driving License.
• SC Cleared or required to undertake SC Clearance

Additional Comments (Clearances, special conditions, Briefing call notes etc.