Second Line Service Desk Engineer

Our IT services team is seeking a Second Line Service Desk Engineer.

What does this role involve?

As a Second Line Service Desk Engineer, you will have a proactive approach with excellent customer service.

You will assist the account management team with account meetings, projects, complaints, sales, and other related tasks.

Teamwork

You will work closely with the Service Desk Pod Member, acting as the primary contact point for clients in their region, addressing all support tickets and queries.

You will assist with client meetings onsite and remote, project coordination and implementation, complaint handling, and supporting sales activities.

You will serve as the main point of contact for clients, managing and resolving support tickets and queries promptly, whilst building strong relationships to ensure high levels of client satisfaction and retention.

Skills and experience

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities. To be successful you will:

- have excellent communication and presentation skills with the confidence to communicate with clients
- have excellent organisational skills working to tight deadlines and the ability to work well under pressure
- a strong understanding of ITIL and the best practices to deliver a positive outcome
- be experienced in supporting account management activities, managing client relationships and resolving client issues.

Join Duncan & Toplis

From flexible working arrangements and time-matched volunteer hours to online fitness classes and mental health support, at Duncan & Toplis we're committed to helping our people maintain a healthy and balanced lifestyle.

We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal capability with fully supported training.

Our values of trust, partnership, and inclusivity are at the forefront of everything we do.

Full support and 18 weeks full pay for maternity and adoption leave, inclusive of statutory maternity and adoption pay, and two weeks full pay paternity leave for eligible team members.

Fully supported training and CPD

Continuous learning support to help develop skills and long-term goals through mentoring, coaching, technical and soft skill training.

Death in service

Insured benefit available to all team members up to the age of 65, four times annual salary. Conditions apply.

Discounted wills and power of attorney

50% discount for team members and their partners and 25% discount for team members' parents and children.

Enhanced holidays

Minimum of 22 days annual leave (plus bank holidays), increasing to 27 days after five years of service and for managers. 32 days (plus bank holidays) for directors.

Private medical insurance

Non-subsidised purchase through a group company scheme.

Flexible annual leave

Buying or selling of annual leave up to five days. Conditions apply.

Talent referral bonus

Bonus payments up to £1,000 on successful candidate referrals for eligible team members.

Employer contribution starts at 3% with length of service-related increases and up to 7% matched contributions for eligible team members.

Half day paid leave matched with half day annual leave for voluntary and charitable activities.

Employee assistance programme for 24/7 confidential support from trained counsellors and access to trained mental health advisers.

Team milestone award

Milestone celebration rewards at five, 10, 15 and 25 years with additional benefits, experience vouchers, and gifts.

Online fitness classes

Online fitness programmes with a variety of workouts, including yoga, pilates, strength training, and cardio.

Permanent health insurance

Permanent health insurance is available to eligible team members who have one years continuous service. Conditions apply.

Agile working - hybrid/flexible

Flexible working hours and locations (office or home) for a better work life balance.

Enhanced sickness entitlement

Four weeks full pay followed by four weeks half pay.

Study leave

Study leave to help achieve fully supported qualifications.

EV salary sacrifice scheme

Salary sacrifice scheme to lease an electric vehicle, smart charger, EV energy tariff, and free miles in one hassle-free package.

Management and leadership academy

Our development programmes are designed for all career stages, from the first step into management through to our six-month leadership academy.

Healthcare workplace app

Empowering team members with digital-first tools and professional care, including guidance, consultations, and support for mental and physical wellbeing.

Fully supported qualifications

Helping the next generation of accountants and advisers to achieve formal, industry-recognised qualifications.

Cycle to work scheme

Purchase a bike through this scheme and pay it back over a 12-month period.

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