2nd Line Service Desk Analyst

The Portfolio Group; Manchester; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading IT support provider in Manchester is seeking a skilled service desk analyst to enhance the support and performance of their end-user software. This role requires proficiency in IT system analysis, exceptional customer service skills, and the ability to handle complex technical queries. The successful candidate will work closely with clients, ensuring continuous communication and effective resolution of issues while maintaining adherence to service level agreements. This role offers a hybrid work structure, making it adaptable to modern working conditions.

Qualifications

• In-depth knowledge of computer programs and hardware.
• Basic awareness of SQL.
• Proficiency in CRM and task management software.

Responsibilities

• Act as a point of escalation for the service desk.
• Provide technical advice and support.
• Investigate escalated problems with SQL queries.
• Train clients one-on-one as needed.

Skills

IT system analysis

Customer service

Analytical skills

Communication skills

Problem-solving

Tools

Salesforce

Job description

We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails.

To ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first‑class hybrid service desk analyst will be someone whose IT expertise and customer service results in enhanced end‑user support and system performance.

Responsibilities:

• Operates as a point of escalation for the service desk.
• Supports the team with technical advice and customer service skills from any of the Client channels.

• Provides the information flow from other departments to support First Line Analysts
• Advises the team to upcoming changes to the systems and services.
• Uses experience to investigate escalated problems with basic SQL queries.
• Gather information from the client, investigating any complex technical issues and elevate second line support.
• Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.
• Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.

• Provide one to one training as and when required based on client's needs.
• Always ensure Service Level Agreement adherence.
• Meet and exceed Key Performance Indicators.
• Arrange and sit Microsoft Teams meetings alongside clients with support queries.

Requirements:

• In-depth and current knowledge of computer programs and hardware along with a basic awareness of SQL.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem‑solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time‑management skills.