Job Description

IT Services | Full-time | Grantham



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

What does this role involve?

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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.

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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.###

Client experience

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

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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

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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.