Ref: Head Office

Working hours Working Hours
Location Manchester
Salary Salary
Benefits Benefits
Closing date 01/01/2018

2nd line IT Service Desk Analyst

Lookers Head Office, Manchester

Due to the our continued growth we are now looking for a 2nd line IT Service Desk agent to join our team based at our Head office in Manchester. The successful candidate will be passionate about delivering seamless customer service and consistently exceeding expectations. Reporting directly to the 2nd Line Team Leader, 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.

Our IT team is growing so there are exceptional opportunities for a long term career with us where you will be developed 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.

Hours of work: 37.5 hours per week, Monday - Sunday, shifts between 7.30am - 6pm on a rota basis

Key Responsibilities and Accountabilities:

  • •Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems
  • •Provide exceptional Service support to the business
  • •Provide solution(s)/work around(s) to incidents and Problems
  • •Escalating IT issues to the 2nd Line Team Leader where necessary
  • •Contribute to polices, processes and procedures
  • •Install, maintain and support new applications
  • •Work to SLA thresholds for incident(s), request(s) and problem(s)
  • •Establishing a good working relationship with the business and 3rd party’s
  • •Keep up to date with advancements in technology
  • •Work with a variety of business and technical teams to enhance service
  • •Supporting Users on both hardware and Software applications
  • •Administer Active Directory
  • •Creating purchase orders for IT hardware/software
  • •Setting up new users and disabling expired accounts in accordance with HR requirements
  • •Creating knowledge documentation
  • •Additional responsibilities as requested by the 2nd Line Team Leader

Role Requirements

The ideal candidate will have a very high level of customer service experience and ideally past experience working in a helpdesk environment. Specific training will be given where appropriate

  • Experience working within a IT Service Desk and a strong interest in IT and problem solving
  • Excellent Customer Service Skills and a proven record in exceeding customer expectations
  • Strong communication, troubleshooting and problem solving skills with the ability to break down technical language/solutions in a way which customers understand
  • Willingness to travel to other company sites
  • Experience using IT Service Desk applications is desirable as is:
  • Active Directory administration
  • Exchange 2010 mailbox administration
  • SCCM & O365
  • Mobile Iron administration
  • Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
  • ITIL Certified
  • Windows 7
  • Windows 8
  • Windows 10
  • iOS
  • Android

As a leader within the UK Automotive industry representing over 30 different manufacturers across over 160 sites, Lookers has a reputation for delivering the highest quality of customer service, time and again. As one of the UK’s Top Employers we know our people are our greatest asset and at the heart of our success. We truly believe that a happy team ensures happy customers so we live by our NICER values with regards to both our customers and each other….Nice, Informative, Caring, Enthusiastic and Responsive

Interested?Please apply by emailing your current CV and covering email to the Recruitment Team at