Service Desk Lead: Incident Resolution & ITSM Expert

Phillips & Cohen Associates, Ltd.; Salford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service support provider in Salford is seeking a Service Support Specialist II for advancing incident resolution and improving processes within the Service Desk operation. The role requires 2-4 years of IT support experience and knowledge in IT Service Management. Responsibilities include leading incident coordination and resolving complex IT issues. Additionally, competitive benefits such as holiday entitlement and healthcare options will be provided.

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, especially in service desk/desktop support required.
• Exceptional communication and incident management skills are critical.
• Desirable to have Microsoft Certified: Modern Desktop Administrator Associate or equivalent.

Responsibilities

• Lead incident coordination for major service disruptions.
• Resolve Tier 3 incidents requiring specialized IT knowledge.
• Manage and tune proactive monitoring alerts during high-severity incidents.

Skills

Incident management

Communication skills

Virtualization client issues

Cloud productivity platforms

Scripting (PowerShell)

Education

High School Diploma/GED

Associate degree in IT/related field

Job description

A leading service support provider in Salford is seeking a Service Support Specialist II for advancing incident resolution and improving processes within the Service Desk operation. The role requires 2-4 years of IT support experience and knowledge in IT Service Management. Responsibilities include leading incident coordination and resolving complex IT issues. Additionally, competitive benefits such as holiday entitlement and healthcare options will be provided.