3rd Line ServiceDesk

Job Summary:

  • To provide excellent customer service and support through efficient, organised call and ticket management
  • Liaising with customers and third-party support organisations with regards to incident requests and resolutions
  • Initiating complex back up restorations to include mailbox restores and DR
  • Providing resolution to incidents and requests, to include (but not limited to):
    • Detailed LAN and WAN troubleshooting
    • Strong desktop support knowledge across all operating systems
    • Strong server operating system and server application support
    • In-depth working knowledge of our managed solutions, including managed backup, antivirus, web and email filtering platforms

Responsible to: Technical Service Operations

Location: Whiteley, Hampshire


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Job Description

Process and procedures

  • Ensuring tickets are completed and closed off in line with company procedures
  • Following up on tickets that remain open and requiring work in line with company procedures
  • Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Ensuring all activities align with ITIL procedures
  • Escalating in line with company procedures

Customer Experience

  • Handling customer queries and complaints in collaboration with Account Management team
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with all Teams across the business
  • Assist the Operations Manager to deliver excellent customer service

Efficient and Effective Working

  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Providing a communication link with other departments/sites
  • Managing resources for engineering tasks and Service Delivery activities (P2 post PSA)
  • Assist the Head of service operations and Service Desk Supervisor in ensuring staff skill matches workload to optimise workforce utilisation and maximise productivity
  • Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
  • Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

  • A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
  • The ability to push back and say “no” when expectations are not aligned with the correct/agreed/sold solution
  • Good understanding of Enterprise hosting solutions and outsourced services
  • Strong technical skills in all areas
  • A strong understanding of the Windows server stack of applications such as Exchange server 2010 upwards, SQL, Windows server 2008 R2 upwards
  • A good understanding of Citrix and Netscaler
  • A good understanding of Networking up to CCNA standards
  • A good understanding of WAN systems and router configuration
  • In depth knowledge and understanding of RMM system and TMCS PSA


  • Windows and Mac OS configuration and support experience (MCDST / MCP or above preferred)
  • Windows Server 2008, 2012 and 2016 configuration and support experience (MCSA / MCSE preferred)
  • Microsoft Exchange 2007 / 2010 / 2013/16 (Certifications preferred)
  • Active Directory configuration and administration, strong networking skills
  • Citrix Server configuration and support experience (CCA or above preferred)
  • Cisco Router and IOS configuration and support experience (CCNA or above preferred)
  • HP Proliant Server Hardware configuration and support experience
  • VMWare support experience (VCP an advantage)

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Taylor Made understand the importance of delivering support on time

Portsmouth NHS Trust
Taylor Made Computer Solutions have proven themselves to be a strategic IT partner for our team at Portsmouth NHS trust and we have started to see the benefits of such an arrangement.

First Time Fix

The SupportDesk on average resolve 95% of all tickets within 4 hours without the need to escelate them to our 2nd line engineers.