Skip to content

This website works best using cookies which are currently disabled.Cookie policy  Allow cookies

Job Application


Please answer the following questions in order to process your application.

Email Address *
Select your working status in the UK *
File Attachments:
(2MB file maximum. doc, docx, pdf, rtf or txt files only)
Attach a CV * 
Optional covering letter 
Clear covering letter
 * denotes required field
Additional Information:
First Name
Last Name
Home Telephone
Salary Expectation GBP
Approximately how far are you willing to travel to work (in miles) ?

Key Privacy Information

When you apply for a job, JobServe will collect the information you provide in the application and disclose it to the advertiser of the job.

If the advertiser wishes to contact you they have agreed to use your information following data protection law.

JobServe will keep a copy of the application for 90 days.

More information about our Privacy Policy.


Job Details


Level 2 Service Desk Support (Permanent)

Location: Reading, Berkshire Country: UK Rate: c£40K-£50K + benefits

Level 2 Service Desk Support - Reading - c£Negotiable plus benefits

Essential Qualifications - Completion of ITILv3 Foundation Certificate in ITSM

The Role

This customer facing role is key to standardising our clients ITSM terminology whilst adhering to the industry standard of ITILv4. The role adheres to ITSM adoption with the customers and internally sustains best practice change to the Service Desk. Key metrics will be in Service Cloud for reporting line into the SDM during performance management.

Internal Role Responsibilities

  • Performance Management as part of Service Desk Team: proactively help to establish the performance of the team
  • Establish yourself as the Service Cloud SME within the business
  • Communicate on Service Value Systems - Partners, People, Process & Product
  • Collaborate with CTO teams to help drive automation & standardisation through the ITIL four-dimension model
  1. Organisations and People
  2. Information and Technology
  3. Partners and Suppliers
  4. Value Streams and Processes

Customer Role Responsibilities

  • Proactively represent Service Desk Team to deliver best practice ITSM to the customers
  • Engage with Customers to deliver real insight & added value through case/ticket management
  • Operate to Customer specific OLA/SLA/KPI's as per contractual expectations to protect the organisations ITSM liability for escalation, incident, problem, change management etc
  • Deliver cases/tickets to CSAT/NPS metrics through Service Cloud


  • Experience working in ITILv3 Service Desk
  • Experienced user of Service Cloud, SFDC
  • Customer facing soft skills for weekly calls
  • SaaS or Technology background preferable
  • Open to extended hours, out of hours support for peak periods
  • Healthcare & Retail customer experience essential

Career Progression Prospects

To commence ITILv4 Managing Professional modules (company will provide training/assistance)

Posted Date: 26 Dec 2019 Reference: JSSDABER Employment Agency: St Vincents Resourcing Ltd Contact: Allan Carlin