2nd Line Service Desk Analyst

Opus People Solutions; Kettering; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government IT service provider in Kettering seeks a 2nd Line Service Desk Analyst to provide high-quality technical support and assist with IT transformation efforts. The role requires at least 4 years of experience and strong knowledge of Windows and M365. The Analyst will engage in troubleshooting, incident resolution, and training while ensuring outstanding customer service. This is an office-based position with an hourly pay of £15.17.

Qualifications

• At least 4 years' experience in an IT support role, preferably within local government.
• Strong technical knowledge of operating systems and software used.
• Excellent customer service and communication abilities.

Responsibilities

• Take ownership of support requests and troubleshoot issues.
• Maintain asset management records and create support documentation.
• Provide training and support for new IT platforms.

Skills

Windows 10/11 expertise

M365 knowledge

ITSM experience

Customer service skills

Troubleshooting skills

Tools

Citrix/Virtual Desktops

Intune

Autopilot

SharePoint

Job description

Social network you want to login/join with:

2nd Line Service Desk Analyst, Kettering

col-narrow-left

Client:

Opus People Solutions

Location:

Kettering, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

79844ad5de30

Job Views:

3

Posted:

01.08.2025

Expiry Date:

15.09.2025

col-wide

Job Description:

Job Title: 2nd Line Service Desk Analyst!

Location: North Northants (with travel between offices in Corby, Kettering, Thrapston, and Wellingborough)

Hourly Pay: £15.17

Length of Assignment: 3 months

Monday to Friday 37.50

Working hours: 8:30- 17:00

This is an office-based role

About the Role

Are you an experienced IT Support professional looking for a rewarding role within local government? Opus People Solutions on behalf of North Northants Council is seeking a dedicated 2nd Line Service Desk Analyst to join IT Service Desk team. You will be instrumental in supporting our transformation journey as we unify our systems and improve service delivery across all council offices.

The successful candidate will provide high-quality second-line technical support, help resolve complex incidents, and contribute to the deployment of new IT platforms and services - all while ensuring excellent customer service.

Key Responsibilities

Take ownership of support requests and incidents, troubleshooting and resolving issues related to hardware, software, and operating systems (Windows 10/11, M365, etc.).

Support first-line colleagues by providing escalation support and technical advice.

Maintain and update asset management records.

Create support documentation and deliver user training.

Assist with council projects such as hardware deployments and application rollouts.

Provide outstanding customer service and communication across all levels of the organization.

Support travel between council offices and participate in council events and meetings as required.

The ideal candidate will have:

At least 4 years' experience** in an IT support role, preferably within local government.

Strong technical knowledge of Windows 10/11, M365, Intune, Autopilot, SharePoint, and Citrix/Virtual Desktops.

Experience using IT Ticket Systems (ITSM).

Excellent customer service skills and the ability to communicate effectively with diverse audiences.

Practical troubleshooting, problem analysis, and research skills.

A systematic approach to work, with high attention to detail.

Full UK driving license and own transport.