2nd Line Service Desk Analyst

TN United Kingdom; Huntingdon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment agency is seeking an experienced 2nd Line Service Desk Analyst in Huntingdon. The role involves providing exceptional customer service, resolving technical issues, and supporting junior staff. Applicants should have relevant IT qualifications and experience with various technologies. This position offers a range of benefits including access to online training and a pension scheme.

Benefits

24/7 access to Udemy for business

24/7 access online to GP support

Death in service x4

Enhanced pension

Cycle to work (after probation)

Electric car scheme (after 2 years of service)

Qualifications

• Relevant IT qualification(s) or working towards a qualification.
• Experience of supporting 3rd party software and systems.

Responsibilities

• Answer calls and raise support tickets, demonstrating excellent customer service.
• Investigate, diagnose, and resolve technical incidents and service requests.
• Guide and support 1st Line Service Desk Analysts.

Skills

Customer Service

Problem Solving

Communication

Education

NVQ, Diploma or Degree

Tools

Windows Server

Microsoft Exchange

Active Directory

Microsoft 365

macOS

Job description

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2nd Line Service Desk Analyst, Huntingdon

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Client:

Location:

Huntingdon, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

99fb6dc9fc4a

Job Views:

2

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

2 nd Line Service Desk Analyst – Huntingdon

Contract Personnel are looking for an experienced 2 nd Line Service Desk Analyst for our well-known client based in Huntingdon.

How does the day-to-day look?

• Answer tele calls and raise comprehensive support tickets. Demonstrate excellent customer service at all times.
• Guide and support 1st Line Service Desk Analysts and Field Service Engineers, mentoring to enhance skills and abilities.
• Investigate, diagnose and resolve technical 2nd line incidents and service requests, escalating appropriately to 3rd line where necessary.
• Adhere to SLA’s, keeping users updated at all times.
• Work independently to high standards with little intervention or assistance.
• Work with wider support team to ensure any recurring technical issues are addressed.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported and implemented by the company.
• Liaise with 3rd party support for ticket resolution as appropriate.
• Assist 1st Line Service Desk Analysts in times of need, or during busy periods.
• Review, develop and produce in depth Knowledge Base Articles for the development and progression of the Service Desk Team.
• Have a clear understanding of your obligations and restrictions with regards to best practice and the law, and to adhere to company's rules and conventions.
• Work to deadlines as set by the Service Desk Manager.
• Manage client expectations when dealing with complex queries.
• Provide accurate and consistent communication to clients.
• Provide prompt and timely communication to clients, in accordance with the agreed SLA’s.
• Demonstrate Company values when approaching every ticket or query.
• Team Support
• Proactive member of the team, researching new, existing, and developing IT technologies for innovation, guidance, and best practice.
• Share technical knowledge within the business to enhance service delivery to our clients. Responsible for own personal development.
• Support new team members coaching and mentoring where required.
• Demonstrate efficient management of own workload.

You will have:

• Relevant IT qualification(s) or working towards a qualification for example NVQ, Diploma or Degree.
• Draytek DCNA certified.
• 3CX Basic Certified.
• MTA: IT Infrastructure Certified.
• Ability to use, support and implement MS office applications.
• Working knowledge and experience of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services and Active Directory & Windows Operating Systems.
• Working Knowledge of Microsoft 365/Entra User and device management.
• A strong understanding of IT Networking principals.
• Advanced knowledge of mobile devices, both apple and android, and hardware such as printers and Bluetooth peripherals.
• Ability to make decisions within the boundaries of the role.
• Ability to prioritise and multi-task efficiently.
• Ability to proactively problem solve and identify solutions.
• Basic understanding of GDPR principals.
• Experience of supporting 3rd party software, systems.
• Experience working with macOS.
• Knowledge of N-Able. Desirable.

Schedule: Monday to Friday, 8am till 5pm, onsite

What’s on offer?

• 24/7 access to Udemy for business
• 24/7 access online to GP support
• Death in service x4
• Enhanced pension
• Cycle to work (after probation)
• Electric car scheme (after 2 years of service)

About Contract Personnel:

Contract Personnel are one of East Anglia’s longest standing, leading, independent recruitment agencies – established in 1989. Offering Temporary and Permanent recruitment solutions, they will always keep you updated about all of the current trends and key pieces of advice from the world of recruitment.