2nd Line Service Desk Analyst

Synergi; Gateshead; On-site; GBP 30,000 - 40,000; Full time

Job summary

Synergi is seeking an experienced 2nd Line Service Desk Analyst to enhance our service desk team. The successful candidate will provide desktop, server, and cloud support while ensuring client satisfaction through effective communication and troubleshooting. Join us in our commitment to fostering a collaborative and inclusive workplace, with unlimited holidays and ongoing career progression.

Benefits

Unlimited holidays

Career progression

Free Microsoft certifications

Onsite parking

Charity Days

Regular social events

Free fruit in the office

Qualifications

• At least 5 years' experience providing 2nd Line support.
• Strong understanding of Windows Desktop and Server Operating Systems.
• Experience with Office 365 platform and ITIL framework.

Responsibilities

• Provide high-quality desktop, server and cloud support.
• Troubleshoot complex environments and manage SLAs.
• Communicate with clients and 3rd party vendors.

Skills

Troubleshooting

Communication

Technical Support

Customer Service

Networking

Education

Industry recognised accreditations

Job description

This is a fantastic opportunity for an experienced 2nd Line Service Desk Analyst to join a leading cloud solutions and managed services business based in the North East.

Synergi is an Award-winning technology provider working in the region and UK-wide and we have seen substantial growth since our inception in 2013, this appointment will add to our experienced service desk team to support our continued success.

Applicants must be based in the North East area, be able to drive and have own transport.

Role, Duties & Expectations

• Provide high quality desktop, server and cloud platform support
• Demonstrate the ability to troubleshoot complex environments
• Provide clear advice and guidance to clients for improving their environments
• Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
• Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
• Ensure workload is managed to deliver the service within clearly defined SLAs
• Ensure accuracy and completion of data entry based on incidents and problems
• Own transport is essential as occasional onsite customer visits will be required
• Some 24/7 on call cover maybe required

Skills, Qualifications & Experience

• Proven track record of providing Line 2 service desk support from a Managed Service Provider background
• Have a strong MSP background a minimum of 5 years’ experience providing support to multiple customers
• Have the confidence to hold conversations with customers assisting technically in service reviews
• Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office applications
• Support Windows Server operating systems and Exchange on premises environments
• Complete understanding of Active Directory, Group Policies, DNS and DHCP
• Strong knowledge of AntiVirus, Anti Ransomware and Security best practices
• In depth understanding of the Office 365 platform and security services
• Good level of knowledge of Microsoft 365, Azure VMs, Firewall, Backup and Configuration
• Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
• Knowledge of and ability to monitor and troubleshoot Backup technologies
• Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
• Understanding of the ITIL framework and basic principals
• Good understanding of commercial aspects of service agreements

Beneficial but not essential

• Basic SQL Skills including Backup, Maintenance schedules and high level troubleshooting
• Proven track record in similar role for a Managed Service Provider
• Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
• Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
• Experience of Virtual Desktop and Virtualised applications using Citrix technology
• ITIL Foundation or Practitioner accreditations
• Experience of hardware deployments including SAN technologies

Education/Training

• Be able to show clear evidence of continual learning in your career to date
• Industry recognised accreditations beneficial e.g. - Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

Package & Benefits

• Industry competitive salary plus car allowance
• Career progression
• UNLIMITED holidays
• Plus your Birthday off
• One day per month allocated for CPD Training
• All Microsoft certifications FREE!
• Shifts covering Monday – Friday 8am-4.30pm / 9:30am-6pm
• Charity Days to support causes important to you
• Staff referral scheme, (earn £500 for successful placements)
• Regular social and fundraising events
• Free fruit – get your 5 a day on us in the office!
• Free onsite parking at head office

At Synergi, we’re building value and results driven technology for our customers — we’re building a workplace where every voice matters and every perspective drives progress.

We are committed to fostering a diverse and inclusive environment where people from all backgrounds, identities, and experiences feel empowered to bring their authentic selves to work.

In an industry that's constantly evolving, we understand the power of collaboration across cultures, experiences, and ways of thinking.

That’s why we invest in inclusive hiring practices, continuous education, and open conversations.

Tech should be for everyone. And so should the opportunity to shape it.