1st Line IT Helpdesk

Ardent Credit Services Ltd; Salford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider in Salford is seeking a Service Support Specialist II. This fully office-based role involves leading incident resolution, managing service disruptions, and driving continuous improvement within the Service Desk operation. Candidates should have 2-4 years of IT support experience and a strong grasp of IT service management processes. The position offers a range of benefits, including healthcare schemes and a company pension plan.

Benefits

Secure reserved car parking space

31 days holidays per year including 8 bank holidays

Healthcare Scheme

Company pension plan

Life Assurance

Salary Sacrifice Schemes

Various discounts and other incentives

Qualifications

• 2-4 years of IT support experience, with service desk/desktop support.
• Strong understanding of IT Service Management processes.
• Training, academic coursework on computer hardware and networks is desired.

Responsibilities

• Lead incident coordination for major service disruptions.
• Own and resolve Tier 3 incidents.
• Manage and tune proactive monitoring alerts.
• Lead Problem Management efforts.

Skills

Incident management

Communication skills

PowerShell scripting

Basic networking

Server infrastructure

IT Service Management (ITSM) processes

Education

High School Diploma/GED

Associate degree in IT/related field

Tools

Virtualization software (e.g., Citrix)

Job description

THIS ROLE IS FULLY OFFICE BASED*

The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.

Key Responsibilities

• Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
• Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
• Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
• Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
• Continuous Improvement: Lead Problem Management efforts for recurring issues, perform root cause analysis (RCA), recommend permanent fixes, and drive implementation of corrective actions across technical teams.

Knowledge, Skills, Abilities & Experience (KSAs)

• Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.
• Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
• Training/Certifications: Training, academic coursework on computer hardware, operating systems, and computer network functionality. Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired.
• 2-4 years of IT support experience, with service desk/desktop support (required).
• High School Diploma/GED required; Associate degree in IT/related field (preferred).

NOT WITHSTANDING the details in this job description, the jobholder from time to time will undertake such work as may be determined by their Line Manager or equivalent consistent with the key tasks of the job.

What's in it for you?

• Secure reserved car parking space and excellent transport links
• 31 days holidays per year including 8 bank holidays
• Healthcare Scheme
• Company pension plan
• Life Assurance
• Salary Sacrifice Schemes
• Various discounts and other incentives
• Qualifying period applies