Service Desk Technician Second Line

Colchester Institute Enterprises Limited; Colchester; On-site; GBP 25,000 - GBP 30,000; Full time

Job summary

A regional provider of education and training is seeking a Service Desk Technician - Second Line to deliver first and second line user support. The role involves managing service requests, creating user accounts, and troubleshooting hardware and software issues. Ideal candidates will have experience with IT Service Management tools and customer service. This is a full-time position at the Colchester site, offering a supportive work environment focused on professional development.

Qualifications

• Experience in a customer service role.
• Knowledge of working with an IT Service Management tool.
• Current service desk experience.

Responsibilities

• Provide timely first and second line support to users.
• Log and manage incidents and service requests accurately.
• Create and maintain user accounts in line with security policies.
• Install and troubleshoot desktops and mobile devices.
• Deliver professional, customer-focused service.

Skills

IT Service Management tool

Service desk experience

Customer service

M365 environments

Education

BTEC level 2 or CompTIA A+ core 1 & 2

Job description

Overview

Join Colchester Institute – Where Your Career Makes a Difference

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.

Job Title: Service Desk Technician - Second Line

Work pattern: Full time

About the role

• 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.

Essential Experience

• Knowledge of working with an IT Service Management tool. Current Service desk experience. Experience in a customer service role. Experience with M365 environments.

Qualifications

• BTEC level 2 or CompTIA A+ core 1 & 2

Why join us?

At Colchester Institute, we value our staff and invest in their growth. Joining us means becoming part of a vibrant community dedicated to excellence in education and training. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.

We do not engage with recruitment or search agencies unless they have been officially contracted in line with our PSL.