2Nd Line Service Desk Engineer On-Trent

2nd Line Service Desk Engineer Stoke-On-Trent Dee Set
• Stoke-on-Trent, England Purpose of the role:

Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology.

• Service Desk: Incident, Request & Problem Management
• Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
• Security & Access: Identity, endpoint protection, access control
• Operational Tech: Warehouse scanners, printers, mobile devices

• Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues
• Take ownership of incidents through to resolution with clear user communication
• Act as a key escalation point for 1st line and support training guidance
• Maintain MDM asset records, and application catalogue
• Collaborate with 3rd line teams and suppliers to resolve complex issues
• Create and maintain documentation and knowledge articles
• Support user training and onboarding for systems and tools
• Identify and drive process improvements and efficiencies
• Assist with projects, system enhancements, and technology evaluations
• Ensure compliance with IT policies, standards, and security controls

• Active Directory / Entra
• Azure fundamentals and cloud services
• MDM / BYOD solutions
• Endpoint security and anti-virus tools
• Power Shell (or similar) for basic automation
• Service Desk / ITSM systems

• Strong customer focus and communication skills
• Effective under pressure with good time management
• Collaborative and supportive team player
• Proactive with a continuous improvement mindset
• Ability to train, influence, and build relationships
• Curious and adaptable to new technologies

• IT Service Desk (1st Line)
• Business system owners
• External suppliers and partners
• IT Operations Manager

• SLA adherence and ticket resolution times
• First-time fix rate / reduction in escalations
• User satisfaction and feedback
• Quality of documentation and knowledge sharing
• Contribution to service improvements and stability

• Salary:
  Up to £26,797.00
• Working Hours:
  
  37.5 hours, flexible between 8 am - 5.30 pm (Monday to Friday)
• Work Arrangement:
  Office-based role with some home working available
• On-Call Pay:
  Opportunity to earn extra pay for on-call hours when enough knowledge has been gained in the role
• Location:
  
  Head Office Stoke on Trent

Full-time