2nd Line Helpdesk

Job Title: 2nd Line Helpdesk
Job Reference: TL/HQ00055018

Location: Kingston upon Thames
Job Type: Permanent

£38000 per annum, Benefits: + Great Benefits
Sector: IT

Posted 14 days ago

2nd Line Helpdesk, Up to £38,000 + Great Benefits i.e. days holiday plus an extra 3 days for Christmas closure, plus public holidays), pension, life assurance, income protection, discounted online shopping, Cycle Scheme, flexible approach to working etc.), Kingston upon Thames, Global Company with strong growth record

About the role...

Based in our clients UK Head office in Kingston upon Thames, and reporting into the Team Leader, the 2nd Line Help-desk will work as part of a team providing software support service for customers using the suite of products our clients office. This role provides resolution to moderate and complex queries by phone, web and application.

Efficient and effective problem solving is key, regardless of whether the problem relates to driving the application or an installation / technical issue. Professionalism and effective communication are also vital skills required in dealing with client representatives at all levels, often when they are under pressure and looking for a very prompt resolution.
The successful candidate can expect a competitive salary with an excellent benefits package and the opportunity to work within a skilled, friendly team and environment.

The position is primarily office based, although some site visits may be required as directed by the Team Leader.  

Typical duties and responsibilities will include:

Logging and resolving queries in relation to our clients applications; greeting clients warmly; determining the cause of the query; investigating and clearly explaining the best solution to resolve the issue; following up to ensure resolution;

Ensuring all queries and contact details are accurately logged

Escalating key issues to relevant Product Specialists

Assisting clients in completing data migrations from our the old Portal application to our clients new cloud based solution

Escalation point for any general technical related queries from fellow team members

Imparting technical knowledge to team members to help them resolve basic technical queries.

Supporting colleagues and promoting a positive working environment.

About you...

Suitable applicants will be educated to degree-level in an IT-related subject, or with suitable experience gained within in a technical support environment. In addition they will be eligible to work in the UK, and able to demonstrate the following:

Advanced Desktop and mobile computing skills;

Understanding of Microsoft Windows domain networking;.

Intermediate Microsoft Office skills;

Basic SQL script writing and use of Microsoft SQL Server Management Studio;

Detail-oriented and able to own, organise and prioritise workloads to handle multiple top priorities;

Ability to work constructively in a fast-paced, collaborative team environment;

Strong work ethic and passion for excellence;

Demonstrated ability to work independently & meet deadlines;

Ability to perform job duties in accordance with standards;

Advanced professional communication skills, both written and verbal;

Ability to diffuse and provide effective resolution to customer complaints;

Ability to articulate complex information clearly

What's in it for you?

Well apart from the opportunity to join a great team within a growing, market leading organisation, this client offers a very attractive package including a competitive salary, and a comprehensive range of benefits (25 days holiday plus an extra 3 days for Christmas closure, plus public holidays), pension, life assurance, income protection, discounted online shopping, CycleScheme, flexible approach to working etc.)

Trevor  Lee


Trevor Lee

Managing Director

Having been in recruitment for 15 years, in 2006 I decided to form Jenrick Commercial (a new division of The Jenrick Group) and I have to say, it’s been one hell of a ride. Recruitment has changed drastically over the last 15 years, however, I’ve learnt that if you keep things simple, work hard, be honest and really understand your clients and candidates then you will do well.

My loves in life are my wife (Miriam) and my son (Toron). I’ve been married for nearly 20 years, so I was snapped up early (my wife clearly has good taste – or at least I like to think so!).

Related Industry Insights

How 2018 unfolded for Jenrick Commercial and our prediction for 2019

2018 wasn’t a particularly straightforward year for many businesses around the UK, however despite this 2018 was another steady year for us as a business. We saw our business thrive and peak in 2017, with it being our best year ever, and 2018 saw us level on par with that. So for us as a business having this continuity in strength was reassuring and gave us confidence despite the media advertising otherwise due to Brexit.


In Quarter 4 we did see the usual reduction of volume of candidate’s applications. We do find this to be the norm prior to Christmas, many candidates often put aside looking for a new role in November until the New Year so this wasn’t a surprise. Although we did see a lull in candidate movement at the back end of the year, a point to note is that not one candidate we spoke to advised that they were staying put until after Brexit.


What has been a surprise is that normally we do see higher response of volume on applications and candidates looking for work at this point of the year, following the theme ‘New year, new career’, however applications have been far lighter compared to the start of 2018. This highlights that the war on good, quality talent is becoming even more difficult.


On the flip side the volume of new jobs has been very steady, even rising slightly, since Jan 1st. This is based on our client growth as well as the strong relationships we have formed with our current clients – around  91% of our business is referred of repeat. January and February have been a great start to the year with both placement of permanent and contract positions increasing so we are seeing no slow down with new business.


Where’s the future at?


It goes without saying that Brexit will no doubt shape and define where the market goes. The likelihood is increasing that we will extend the negotiations and not leave as planned on the 29th March. While we are unsure as to how long the delay will be, it could dominate through to the end of 2019 meaning a steady and cautious, if not unpredictable, year.


Whatever the outcome is; a deal as planned, a delayed deal or even a no deal then we do foresee the market to the cautious throughout 2019. Obviously the sooner the decision is made then the more likely it will be that we will see stability in our industry and the overall market conditions of the UK bringing confidence back in and normality taking hold.


As most of our clients tend to sit within either; Technology, Professional Services, Financial Services we definitely haven’t seen any change with new opportunities, however the market is all around confident and if confidence is high then opportunity will flow.


If you are looking for exceptional staff or your next career move then contact us on 01932 230868 or commercial@jenrick.co.uk

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Jenrick Commercial - From strength to strength

2017 was our busiest year since we started trading over 11 years ago.  However, as the business has grown our levels of service to our clients and candidates has been maintained at the highest levels. Jumping back to 2016 when we closed on a record year when, we thought the market had peaked – 2017 only went and continued in the same fashion and superseded our expectations. We saw our business increase by 153% from 2016. The experience we have gained through these busy times has set us apart from a lot of other companies which is why we retain the vast majority of our clients and see candidates making us the first choice to help them find exceptional jobs.

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