Description:
Service Desk Analyst - 2nd Line Support - York Offices
Role Overview:
As a 2nd Line IT Service Desk Analyst, you will be responsible for delivering high-level technical support, resolving a wide range of IT incidents and service requests while maintaining excellent communication with users throughout the support process.
You will adopt a methodical and proactive approach to troubleshooting, identifying root causes, monitoring incident trends and contributing to service improvements. This role will also involve supporting new technologies as they transition into operational support and assisting with documentation and knowledge sharing across the team.
Key Responsibilities:
- Provide 2nd Line IT support for incidents and service requests.
- Deliver excellent customer service while responding to incidents promptly and professionally.
- Troubleshoot and resolve complex technical issues across hardware, software and network environments.
- Ensure all incidents and requests are resolved in line with agreed SLAs.
- Escalate incidents where required to senior team members or wider IT teams.
- Track and manage third-party incidents, ensuring suppliers meet agreed service levels.
- Conduct root cause analysis and identify recurring issues or incident trends.
- Support and guide Tier 1 Service Desk Analysts when required.
- Assist in developing and maintaining the IT knowledge base.
- Ensure IT policies and procedures are followed and escalate any non-compliance where necessary.
- Provide on-site technical support to users when required.
- Assist with the management of IT hardware and software assets.
- Participate in training for new technologies and assist with IT projects when required.
Key Skills required:
- Experience working in a busy IT service desk environment supporting multiple users or sites.
- Experience working to and reporting against Service Level Agreements (SLAs).
- Strong troubleshooting skills across hardware, software and peripheral devices.
- Experience supporting Windows 10 in a domain environment.
- Active Directory / Azure Active Directory administration experience.
- Experience supporting Microsoft 365 / Office 365 environments.
- Knowledge of TCP/IP networking fundamentals.
- Experience with Azure Intune troubleshooting and device management.
- Experience supporting VPN connectivity issues.
- Ability to identify trends and contribute to continuous service improvement.