IT Service Desk 2nd Line Agent

OTE: GBP £27,500.00/Yr. Overview:

IT Service Desk 2nd Line Agent 

Lookers Head Office Manchester - Remote working available 

Contract type: Permanent, Full time

Salary: £27,500

Hours: Monday to Friday 37.5 hours per week - 7.30am - 6pm on a rota basis 

We have an exciting opportunity for a 2nd line IT Service Desk agent to join our team based at our Head office in Altrincham.

The successful candidate will be passionate about delivering seamless customer service and consistently exceeding expectations. You will demonstrate previous experience working in a busy environment and delivering against key performance indicators/targets as well as possessing a keen interest in IT and problem solving.

We offer opportunities that support a long-term career with us. You will have opportunities to develop and receive ongoing investment in training. Not only will you be working as part of a driven and dedicated team you will also earn an excellent salary and benefits package.

• Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems whilst providing exceptional Service support to the business 
• Provide solution(s)/work around(s) to incidents and Problems and escalating IT issues to the 2nd Line Team Leader where necessary
• Install, maintain and support new applications 
• Work to SLA thresholds for incident(s), request(s) and problem(s)
• Establishing a great working relationship with the business and 3rd party’s

Ideally having 2nd Line experience of at least 6 months you will demonstrate a very high level of customer service experience, specifically gained from working in an IT Service helpdesk environment, with strong communication, troubleshooting and problem-solving skills. The ability to break down technical language/solutions in a way which your internal customers understand is essential as is a proven record in building rapport and exceeding customer expectations. 

Experience using IT Service Desk applications is desirable as is:

• Active Directory administration
• Exchange 2010 mailbox administration 
• SCCM & O365
• Intune experience
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting 
• ITIL Certified 
• Windows 7, Windows 8 & Windows
• iOS
• Android

About us:

Lookers are proud to be one of the top three motor vehicle retailers in the UK, representing 32 vehicle manufacturers, selling and servicing a huge range of cars at over 150 franchised dealerships across hundreds of locations throughout the UK & Ireland. We recognise the hard work, flexibility and commitment of our people so we offer an industry leading benefits package. This includes competitive basic salaries plus;

• Enhanced holidays that increase with service
• Eligibility to join one of our car schemes
• Critical illness cover after 2 years and Life Assurance
• Smart Health - free access to support 24 hours a day, 365 days a year
• Enhanced paid maternity, paternity and adoption leave
• For some roles a company car and additional earning potential through commission or bonus.

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people and we like to celebrate and encourage success at all levels with our annual Lookers Excellence Awards. So? What are you waiting for?

Lookers are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role and responsibilities, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check.