1,558 l2 Support jobs in the United Kingdom

Helpdesk Administrator

Location: Woodley

Salary: £40,000

About the Role

We’re looking for a friendly, organised, and proactive Helpdesk & Contract Administrator with experience in a facilities management environment. You’ll be the first point of contact for customers, handling queries by phone or email and ensuring issues are resolved efficiently. You’ll also support contract managers with administrative tasks, including updating systems, assigning tasks to engineers and subcontractors, producing reports, and ensuring all work is completed on time and in line with contract requirements.

Helpdesk & Contract Administrator Responsibilities:

• Act as the first point of contact for customers, providing excellent service.
• Log, track, and assign jobs using CAFM, ODOO, or similar facilities management systems.
• Liaise with internal teams, subcontractors, and managers to ensure work is completed to SLA standards.
• Produce and maintain reports, records, and contract documentation.
• Monitor work orders to ensure tasks are prioritised and completed according to KPIs.
• Support contract managers with day-to-day administration and process improvement.

Helpdesk & Contract Administrator Requirements:

• Previous experience within a facilities management or similar environment.
• Strong customer service and communication skills.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple tasks under pressure and take ownership of problems.
• Experience with administrative systems or databases (CAFM, ODOO, or similar).
• Proactive, self-motivated, and professional attitude.

Why This Role?

• Opportunities to develop your skills and progress within the business.
• Work in a dynamic, supportive, and professional environment.
• Be central to ensuring excellent service and smooth contract management within facilities management.

To be considered:

Please either apply online or email me directly at For further information, please call me on / . By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.

Role Overview

The Help Desk Operator at Artek will act as the first point of contact for all customer and internal support queries. This role involves responding to inquiries, troubleshooting issues, providing accurate information, and ensuring timely resolutions. The position requires close collaboration with sales, logistics, and operations teams to deliver excellent service and maintain smooth communication across the business.

Key Responsibilities

• Handle incoming inquiries via phone, email, and ticketing system.
• Provide accurate product, service, and order-related information.
• Log, monitor, and resolve support tickets promptly, escalating when necessary.
• Liaise with logistics, warehouse, and customer service teams to address customer needs.
• Follow up with customers on open requests and provide timely updates.
• Assist with troubleshooting product, order, or delivery-related concerns.
• Maintain detailed records of interactions, issues, and resolutions.
• Identify recurring problems and suggest improvements to processes.
• Support internal staff with operational and system-related help desk queries.
• Prepare reports for management on customer queries and resolution performance.

Skills Required

• Strong communication and active listening skills.
• Excellent telephone and email handling abilities.
• Customer-focused approach with problem-solving skills.
• Ability to handle multiple tasks and prioritise under pressure.
• IT literacy, including MS Office and CRM/ticketing systems.
• Strong organisational and record-keeping skills.
• Calm and professional approach in challenging situations.
• Team-oriented and proactive attitude.

Qualifications

• Minimum GCSEs / High School Diploma or equivalent.
• Previous experience in a help desk, call centre, or customer service role (preferred).
• Familiarity with CRM or ticketing systems (advantageous).
• IT or customer service training/certifications (desirable).
• Willingness to undertake ongoing training and development.

Job Types: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

Work Location: In person

IT Helpdesk

Location: Basingstoke

Salary: £21,000 - £8,000

Hours: Rotating Shift Pattern - 8:00 – 16:30 & 9:00-17:00

We are looking for a candidate to join our Group IT Service Desk in Basingstoke. You will be responsible for the day-to-day 1st line calls and ticket triage to support end users at the desktop level. You will ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback, thus ensuring an excellent service to all staff across the group.

Responsibilities:

• Ensuring that SLA's are met, and tickets are kept up to date, being the first point of contact for all users within the business.
• Contribute to request and incident resolution by way of remote analysis and support to end users at the desktop level, with an emphasis on first time fix before escalating to 2nd line.
• Escalate incidents and requests to 2nd line or where appropriate and necessary to the Group IT Service Desk Supervisor and Group IT Service Desk Manager.
• Ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback.
• Track user inventory and status for desktop hardware and software throughout the Group.
• Reviewing monitoring alerts.
• Organise repair, when necessary for IT equipment.
• Ensuring that BAU Services are available day-to-day for the business by supporting and maintaining the user, desktop, peripheral and software environment.

Skills:

• Customer service and effective communication.
• Organisational and time management skills.
• Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.
• Experience using Microsoft Windows 11 and Microsoft Office products.

Benefits

• 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Buy holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus
• Onsite canteen offering free croissants and freshly made soup

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

Job Types: Full-time, Permanent

Pay: £21, 0.00- 8,000.00 per year

Benefits:

• Additional leave
• Canteen
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Referral programme
• Store discount

Licence/Certification:

• Driving Licence (required)

Work Location: In person

An exciting opportunity to join a fast-paced, growing, in-house IT business which is part of a billion-pound group, with a real opportunity to grow your career through exposure to a broad range of technologies with support from the business to pursue accreditations.

As part of our expansion plans, we are looking for experienced Service Desk / Helpdesk Engineers to join us @ our new offices in Kings Cross.

The ideal candidate will possess excellent communication skills, take a common-sense approach to dealing with IT problems, be thorough in their work, and be keen to learn.

You will have proven experience in providing IT support and demonstrate a clear understanding of the IT support function and preferably have studied an IT-related subject in further education.

Primary responsibilities:

• Carry out 2nd / 3rd line support
• Act as the first point of contact for IT inquiries and requests from internal staff
• Provide remote and onsite support
• Carry out daily system checks/maintenance
• Develop and document day-to-day procedures

Skills:

• Strong experience dealing with customers (2nd/3rd line) is essential
• Strong experience in supporting Microsoft Office suite
• Strong experience in supporting Windows 10 and mobile devices
• Experience with Active Directory user management
• Good working knowledge of IT infrastructure troubleshooting – WLAN, LAN, WAN, TCP/IP, DHCP, DNS
• Proven experience in working in a multi-site environment

You will be part of a highly approachable team of fun-loving experts, and the role comes with many benefits. We are creating a dedicated IT office in the heart of Kings Cross and are looking for some of the best people in their respective fields.

Please note that sponsorship is not offered for this role.

Helpdesk Administrator

Location: Woodley

Salary: £40,000

About the Role

We’re looking for a friendly, organised, and proactive Helpdesk & Contract Administrator with experience in a facilities management environment. You’ll be the first point of contact for customers, handling queries by phone or email and ensuring issues are resolved efficiently. You’ll also support contract managers with administrative tasks, including updating systems, assigning tasks to engineers and subcontractors, producing reports, and ensuring all work is completed on time and in line with contract requirements.

Helpdesk & Contract Administrator Responsibilities:

• Act as the first point of contact for customers, providing excellent service.
• Log, track, and assign jobs using CAFM, ODOO, or similar facilities management systems.
• Liaise with internal teams, subcontractors, and managers to ensure work is completed to SLA standards.
• Produce and maintain reports, records, and contract documentation.
• Monitor work orders to ensure tasks are prioritised and completed according to KPIs.
• Support contract managers with day-to-day administration and process improvement.

Helpdesk & Contract Administrator Requirements:

• Previous experience within a facilities management or similar environment.
• Strong customer service and communication skills.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple tasks under pressure and take ownership of problems.
• Experience with administrative systems or databases (CAFM, ODOO, or similar).
• Proactive, self-motivated, and professional attitude.

Why This Role?

• Opportunities to develop your skills and progress within the business.
• Work in a dynamic, supportive, and professional environment.
• Be central to ensuring excellent service and smooth contract management within facilities management.

To be considered:

Please either apply online or email me directly at For further information, please call me on / . By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.

Facilities Service Desk Analyst

Permanent

Remote / Home based

We are looking for a Facilities Service Desk Analyst to join our friendly and dynamic team here at Waterstones. This is a home-based role with occasional travel to our Birmingham office.

You will be working in a small team and providing a high-quality service to our 300+ stores across the UK and Europe, liaise with internal departments including the maintenance team. You will also need to liaise with external account managers, contracts managers, technical managers and engineers. The role will be remotely based reporting into the FM Service Desk Supervisor

What you will be doing

• Taking inbound calls from our Bookshop teams and logging details of the issue.
• Liaising with your Supervisor and allocated Area Managers to prioritise works.
• Reporting on PPM and reactive breakdowns measured against SLA’s and KPI’s
• Coordinating quoted works and raising purchase orders
• Managing escalations in an appropriate and timely manner

What we need from you

• Experience working on a service desk and taking inbound calls.
• Experience working for a service & maintenance contractor within building services/ HVAC service/ maintenance / FM
• A qualification in reporting and/or Health & Safety would be an advantage

Person Profile

• Excellent verbal and written communication skills
• Process Driven
• Common Sense
• Ability to prioritise and assess what should take priority

Why work for Waterstones

At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience, one that will make them want to visit time and time again. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, helping in our lovely Café W’s, or keeping the wheels turning efficiently behind the scenes. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one).

In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team and get to benefit from our excellent discount in shops and waterstones.com.

If you have the relevant essential experience and you are interested, we would love to hear from you.

• Provide advanced technical support (Level 2 and Level 3) for proprietary software applications and integrated systems.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network-related issues reported by clients.
• Analyze incident logs, system performance data, and user feedback to identify root causes of recurring problems.
• Escalate unresolved issues to development teams or engineering with detailed documentation and reproduction steps.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with the Quality Assurance team to identify and report software defects.
• Assist in the testing and deployment of software patches and updates.
• Provide training and mentorship to Level 1 support staff.
• Manage client expectations and communicate technical solutions clearly and concisely.
• Participate in on-call rotation as required to provide 24/7 support coverage.
• Contribute to the continuous improvement of support processes and tools.
• Monitor system health and proactively identify potential issues.
• Work closely with account management and sales teams to ensure client success.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4-6 years of experience in a technical support role, with a strong emphasis on L2/L3 troubleshooting.
• In-depth knowledge of operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, HTTP), and database technologies (SQL).
• Experience supporting web applications, APIs, and cloud-based platforms.
• Familiarity with scripting languages (e.g., PowerShell, Python) is a significant advantage.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a passion for delivering exceptional support.
• Ability to work effectively under pressure and manage multiple priorities.
• Must be eligible to work in the UK and based within commuting distance of Portsmouth, Hampshire, UK .