2nd Line IT Service Desk Analyst

Salary: Up to £40,000 (depending on experience)

Location: South Coast / Hybrid considered

Full-time, Permanent

I'm currently working with a well-established professional services organisation to recruit a 2nd Line IT Service Desk Analyst to join their growing internal IT team.

This is a fantastic opportunity for an experienced support engineer who enjoys solving technical issues, supporting users, and working across a modern Microsoft technology stack.

The Role

As a 2nd Line IT Service Desk Analyst, you'll play a key role in delivering high-quality IT support to internal users, ensuring systems and applications run smoothly across the business.

You'll be responsible for troubleshooting hardware, software and network issues, supporting 1st line engineers, and working closely with senior IT staff and third-party providers to resolve more complex problems.

Key Responsibilities

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  Provide 1st and 2nd line IT support via phone, email, remote tools and in person

  
  



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  Troubleshoot hardware, software and networking issues

  
  



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  Escalate complex incidents to senior engineers when required

  
  



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  Log and manage incidents through the service desk ticketing system

  
  



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  Maintain and update technical documentation and knowledge base articles

  
  



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  Assist with system administration and infrastructure support

  
  



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  Provide training and guidance to users and junior engineers

  
  



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  Monitor recurring incidents and help identify long-term solutions

  
  

What We're Looking For

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  Previous experience in an IT Service Desk / Technical Support role

  
  



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  Strong troubleshooting experience with:

  
  
  
  
  
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    Windows OS

    
    
  
  
  
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    Microsoft 365

    
    
  
  
  
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    Active Directory

    
    
  
  
  
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    Microsoft Teams

    
    
  
  
  
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    Entra / Intune

    
    
  
  
  
  



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  Understanding of basic networking concepts

  
  



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  Experience using a ticketing system (SolarWinds or similar)

  
  



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  Excellent communication and customer service skills

  
  

Desirable Experience

Experience with any of the following would be advantageous: