Second Line Service Desk Operative at Sureserve in Basildon, England, United Kingdom | Kablio

Role

Description

system monitoring

technical support

project delivery

team management

asset management

incident management

Support audits, risk assessments, and data protection initiatives.
Ensure adherence to ITIL processes for incident, problem, and change management.
Monitor system performance and security, responding proactively to potential risks or failures.
Identify opportunities to improve processes, service delivery, and system reliability.
Collaborate with the operational team to assist with contract mobilisation and configuration.
Manage daily operations of the ICT support team, including workload allocation, performance monitoring, and staff development.
Lead or contribute to ICT projects, upgrades, system implementations and acquisition integrations
Lead, coach, and mentor a team of ICT support engineers and technicians.
Maintain accurate asset and license management records.
Provide advanced technical support for hardware, software, network, and server issues.
Work closely with other ICT teams and departments to deliver integrated technology solutions.
Act as the escalation point for complex technical issues and critical incidents.
Ensure compliance with ICT policies, standards, and cybersecurity best practices.
Conduct regular team meetings and performance reviews.
Document technical procedures, policies, and knowledge base articles.
Oversee the installation, configuration, and maintenance of ICT systems, including desktops, laptops, mobile devices, general telephony, printers, and our MDM.

Requirements

comptia a+

itil

5-7 years

team lead

microsoft 365

active directory

CompTIA A+ (or equivalent)
Knowledge of ITIL Processes
Experience with ICT service management (ITSM) systems and ITIL frameworks
Minimum 5–7 years of experience in ICT support, including at least 2 years in a supervisory or team lead role.
Demonstrable experience managing complex incidents and service escalations
Strong knowledge of Microsoft 365, Active Directory, Windows Server, networking (LAN/WAN/Wi-Fi), and virtualisation technologies.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Delivers reliable energy efficiency services across the UK.
Specialises in energy management, compliance, and asset maintenance.
Focuses on optimising energy use and ensuring regulatory compliance for clients.
Works with a broad client base, from local authorities to major utilities companies.
Renowned for expertise in providing turnkey solutions for energy efficiency and environmental control.
Has completed diverse projects, including residential refurbishments and industrial energy upgrades.
Utilises innovative technologies to drive energy savings and sustainability.
Strong presence in both public and private sector projects across the UK.
Regularly involved in large-scale infrastructure projects focused on reducing energy consumption.

Culture + Values

Delivering excellent customer service
Achieving high levels of quality and efficiency
Striving for continuous improvement
Operating with integrity and accountability
Fostering a collaborative, team-oriented culture
Respecting and valuing diversity within the workforce
Being passionate and proud of the work we do

Environment + Sustainability

2050

Net Zero Target

The company has set a long-term goal to achieve net zero emissions by reducing and offsetting greenhouse gas emissions across its operations.

Commitment to reducing carbon emissions across operations
Promoting energy efficiency and sustainability in all projects
Utilizing sustainable building materials and processes
Measuring and improving environmental impact through comprehensive data collection
Engaging with suppliers to align on sustainability practices
Achieving reductions in waste generation and promoting recycling initiatives

Inclusion & Diversity

25%

Women in Leadership

of the leadership team represent women.

Committed to building a diverse and inclusive workforce
Providing equal opportunities for career progression and development
Implementing training programs to raise awareness of unconscious bias
Promoting a culture of respect and inclusivity across the organization
Supporting flexible working to promote work-life balance

Articles

Careers

About Us

Sustainability

Role

Description

system monitoring

technical support

project delivery

team management

asset management

incident management

Support audits, risk assessments, and data protection initiatives.
Ensure adherence to ITIL processes for incident, problem, and change management.
Monitor system performance and security, responding proactively to potential risks or failures.
Identify opportunities to improve processes, service delivery, and system reliability.
Collaborate with the operational team to assist with contract mobilisation and configuration.
Manage daily operations of the ICT support team, including workload allocation, performance monitoring, and staff development.
Lead or contribute to ICT projects, upgrades, system implementations and acquisition integrations
Lead, coach, and mentor a team of ICT support engineers and technicians.
Maintain accurate asset and license management records.
Provide advanced technical support for hardware, software, network, and server issues.
Work closely with other ICT teams and departments to deliver integrated technology solutions.
Act as the escalation point for complex technical issues and critical incidents.
Ensure compliance with ICT policies, standards, and cybersecurity best practices.
Conduct regular team meetings and performance reviews.
Document technical procedures, policies, and knowledge base articles.
Oversee the installation, configuration, and maintenance of ICT systems, including desktops, laptops, mobile devices, general telephony, printers, and our MDM.

Requirements

comptia a+

itil

5-7 years

team lead

microsoft 365

active directory

CompTIA A+ (or equivalent)
Knowledge of ITIL Processes
Experience with ICT service management (ITSM) systems and ITIL frameworks
Minimum 5–7 years of experience in ICT support, including at least 2 years in a supervisory or team lead role.
Demonstrable experience managing complex incidents and service escalations
Strong knowledge of Microsoft 365, Active Directory, Windows Server, networking (LAN/WAN/Wi-Fi), and virtualisation technologies.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Delivers reliable energy efficiency services across the UK.
Specialises in energy management, compliance, and asset maintenance.
Focuses on optimising energy use and ensuring regulatory compliance for clients.
Works with a broad client base, from local authorities to major utilities companies.
Renowned for expertise in providing turnkey solutions for energy efficiency and environmental control.
Has completed diverse projects, including residential refurbishments and industrial energy upgrades.
Utilises innovative technologies to drive energy savings and sustainability.
Strong presence in both public and private sector projects across the UK.
Regularly involved in large-scale infrastructure projects focused on reducing energy consumption.

Culture + Values

Delivering excellent customer service
Achieving high levels of quality and efficiency
Striving for continuous improvement
Operating with integrity and accountability
Fostering a collaborative, team-oriented culture
Respecting and valuing diversity within the workforce
Being passionate and proud of the work we do

Environment + Sustainability

2050

Net Zero Target

The company has set a long-term goal to achieve net zero emissions by reducing and offsetting greenhouse gas emissions across its operations.

Commitment to reducing carbon emissions across operations
Promoting energy efficiency and sustainability in all projects
Utilizing sustainable building materials and processes
Measuring and improving environmental impact through comprehensive data collection
Engaging with suppliers to align on sustainability practices
Achieving reductions in waste generation and promoting recycling initiatives

Inclusion & Diversity

25%

Women in Leadership

of the leadership team represent women.

Committed to building a diverse and inclusive workforce
Providing equal opportunities for career progression and development
Implementing training programs to raise awareness of unconscious bias
Promoting a culture of respect and inclusivity across the organization
Supporting flexible working to promote work-life balance

Articles

Careers

About Us

Sustainability