2nd Line IT Service Desk Analyst | Hybrid (Bradford)

Anchor; Aberford; On-site; GBP 29,000 - 39,000; Full time

Benefits offered by this job

Gym discounts

Mental health support

Flexible working options

Online GP access

Job summary

Anchor is recruiting a 2nd Line Support Analyst to join our Bradford IT Service Desk. The role provides expert technical support to colleagues across the organisation, acting as an escalation point for 1st Line Analysts and driving improvements across IT services and operations.

You will handle complex incidents, support across office, remote and home environments, and contribute to problem management and knowledge documentation.

Qualifications

• Proven experience providing 2nd Line support within an IT Service Desk or operational support environment
• Experience working with IT Service Management tools, ideally ServiceNow
• Understanding of ITIL principles and structured ticket management practices
• Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies
• Experience resolving complex incidents and supporting problem management activities

Responsibilities

• Deliver expert technical support across core workplace systems and services, ensuring a high-quality service
• Support colleagues across office, remote, and home environments
• Act as a technical escalation point for 1st Line Service Desk Analysts, providing guidance and resolution oversight
• Lead diagnosis and resolution of complex incidents, minimising user disruption
• Contribute to problem identification, investigation, and root cause analysis
• Maintain and improve knowledge articles and documentation
• Identify and support ServiceNow process improvements, including workflows and automation

Skills

2nd line support

IT Service Desk

ITIL

ServiceNow

Windows 11

M365

Azure/Entra ID

Tools

ServiceNow

Windows 11

M365

Azure/Entra ID

Job description

Anchor is recruiting a 2nd Line Support Analyst to join our Bradford IT Service Desk. The role provides expert technical support to colleagues across the organisation, acting as an escalation point for 1st Line Analysts and driving improvements across IT services and operations.

You will handle complex incidents, support across office, remote and home environments, and contribute to problem management and knowledge documentation.