2nd Line Service Desk Engineer Stoke-On-Trent
other jobs Dee Set
Added before 7 Days
- England,West Midlands,Staffordshire,Stoke-on-Trent
- Full Time, Permanent
- £26,797 per annum
Job Description:
Full job description 2nd Line Service Desk Engineer
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.
Scope of Support
Supports services across the IT landscape, including:
*Service Desk: Incident, Request & Problem Management
*Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
*Infrastructure & EUC: Devices, Azure, Active Directory, networking
*Security & Access: Identity, endpoint protection, access control
*Operational Tech: Warehouse scanners, printers, mobile devices
Key Responsibilities:
*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
Technical Capability:
*Active Directory / Entra ID administration
*Azure fundamentals and cloud services
*Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
*MDM / BYOD solutions
*Endpoint security and anti-virus tools
*PowerShell (or similar) for basic automation
*Service Desk / ITSM systems
*Windows 10/11 environment support
*End-user devices & peripherals
Core Behaviours:
*Strong customer focus and communication skills
*Ownership mindset – accountable end-to-end
*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
Key Interfaces:
*IT Service Desk (1st Line)
*Infrastructure & 3rd Line Engineers
*Business system owners
*External suppliers and partners
*IT Operations Manager
Measures of Success
*SLA adherence and ticket resolution times First-time fix rate / reducti
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.
Scope of Support
Supports services across the IT landscape, including:
*Service Desk: Incident, Request & Problem Management
*Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
*Infrastructure & EUC: Devices, Azure, Active Directory, networking
*Security & Access: Identity, endpoint protection, access control
*Operational Tech: Warehouse scanners, printers, mobile devices
Key Responsibilities:
*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
Technical Capability:
*Active Directory / Entra ID administration
*Azure fundamentals and cloud services
*Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
*MDM / BYOD solutions
*Endpoint security and anti-virus tools
*PowerShell (or similar) for basic automation
*Service Desk / ITSM systems
*Windows 10/11 environment support
*End-user devices & peripherals
Core Behaviours:
*Strong customer focus and communication skills
*Ownership mindset – accountable end-to-end
*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
Key Interfaces:
*IT Service Desk (1st Line)
*Infrastructure & 3rd Line Engineers
*Business system owners
*External suppliers and partners
*IT Operations Manager
Measures of Success
*SLA adherence and ticket resolution times First-time fix rate / reducti
Job number 3837349
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metapel
Company Details:
Dee Set
Company size: 2,500–4,999 employees
Industry: Transport & Logistics
Established in 2001, we support Retailers and Brands to drive growth, market share and ROI, ultimately to achieve excellence at the point of purchase....