2nd Line Service Desk Analyst

Sciensus; United Kingdom; Remote; GBP 40,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave

Yearly pay reviews

Employer pension contribution

Life assurance

Private medical

Learning and development opportunities

Annual company event

Onsite facilities (gym, canteen)

Job summary

Sciensus seeks a 2nd Line Service Desk & End User Computing Analyst to own and resolve complex IT incidents and manage end-user devices across the lifecycle. You will work with Service Desk, infrastructure teams, and suppliers to ensure secure, compliant, and reliable systems.

Key responsibilities include administering Intune, Entra ID, Autopilot, and Endpoint Manager, plus maintaining security policies and creating support documentation. A customer-focused, collaborative mindset is essential.

Qualifications

• Experience with Microsoft 365, Exchange Online, AD and Entra ID.
• Experience with Intune, Endpoint Manager and Autopilot.
• Proficient in Windows 11, Azure and BitLocker.
• Knowledge of MDM/MAM and device lifecycle management.

Responsibilities

• Own and resolve complex IT incidents and service requests.
• Support and administer Microsoft Intune, Entra ID, Autopilot and Endpoint Management solutions.
• Manage Windows, Android, iOS/iPadOS and macOS devices across their lifecycle.
• Deploy, configure and troubleshoot business applications and endpoint technologies.
• Maintain security, compliance, patching, encryption and device management policies.
• Build knowledge articles, technical documentation and support guides.
• Identify trends and drive continuous service improvement initiatives.
• Collaborate with internal teams and third-party suppliers to deliver exceptional customer service.

Skills

Microsoft 365

Exchange Online

Active Directory

Entra ID

End User Computing

Education

ITIL certification

Azure Fundamentals (AZ-900)

Tools

Microsoft Intune

Endpoint Manager

Autopilot

Job description

Role Information

We're looking for a talented 2nd Line Service Desk & End User Computing Analyst to join our Technology team and play a key role in delivering exceptional IT support across the businessc. This is far more than a traditional 2nd Line support role. You'll act as the technical owner for End User Computing services, taking responsibility for complex incidents, supporting modern endpoint technologies, and helping shape the future of our workplace technology estate. Working closely with Service Desk colleagues, infrastructure teams, suppliers, and business stakeholders, you'll ensure our users receive outstanding support while maintaining secure, compliant, and reliable systems.

What You'll Be Doing

• Owning and resolving complex IT incidents and service requests.
• Supporting and administering Microsoft Intune, Entra ID, Autopilot and Endpoint Management solutions.
• Managing Windows, Android, iOS/iPadOS and macOS devices across their lifecycle.
• Deploying, configuring and troubleshooting business applications and endpoint technologies.
• Maintaining security, compliance, patching, encryption and device management policies.
• Building knowledge articles, technical documentation and support guides.
• Identifying trends and driving continuous service improvement initiatives.
• Collaborating with internal teams and third-party suppliers to deliver exceptional customer service.

What We're Looking For

We're seeking someone with strong technical capability and a passion for customer service. You'll ideally bring experience in:

• Microsoft 365, Exchange Online, Active Directory & Entra ID
• Microsoft Intune, Endpoint Manager & Autopilot
• Windows 11, Azure and BitLocker
• Mobile Device Management (MDM) and Mobile Application Management (MAM)
• Endpoint security, compliance and device lifecycle management
• Supporting Windows, Android, Apple and macOS devices
• Creating technical documentation and knowledge articles

What Makes You Successful

• A natural problem solver who enjoys tackling technical challenges.
• Customer-focused with excellent communication skills.
• Organised and able to manage multiple priorities.
• Collaborative, proactive and eager to share knowledge.
• Passionate about improving services through automation and innovation.

Qualifications

• ITIL certification or demonstrable ITIL knowledge.
• Microsoft Azure Fundamentals (AZ-900) certification is desirable
• 2nd_Line_Service_Desk_Analyst_Role_Profile (1).docx

Who are we?

Sciensus has been at the forefront of patient‑centred healthcare for over 30 years. We deliver complex clinical care at home in the UK and help biopharma companies navigate the complexity of bringing their products to market across Europe, supporting more than 300,000 patients a year living with cancer, chronic conditions and rare diseases. Our mission is simple: to help patients quickly access and make the most of life‑changing medicines. We do that through a team of more than 1,650 colleagues, including over 500 licensed clinical professionals, combining clinical expertise, digital innovation and operational scale to deliver care closer to home.

We're proud to be Great Place to Work® Certified™ in both the UK and Switzerland, based on direct feedback from our colleagues. Our people tell us they value the difference they make for patients, the support of their teams and a shared sense of purpose. We're committed to listening to that feedback, building on what's working well and continuing to make Sciensus a place where colleagues can grow, contribute and do meaningful work.

If you want to be part of a business where your work has a direct impact on patients' lives, we'd love to hear from you.

What do we offer our people?

• 25 days annual leave plus bank holidays
• Yearly pay reviews
• Contribution based pension scheme
• Life assurance
• Employee benefits platform (retailer discounts and much more)
• Private medical (after qualifying period)
• Ongoing learning and development opportunities
• Annual company event
• In the Burton Upon Trent office we have an onsite gym, canteen, prayer room, and quiet room

Our Values

We are a Disability Confident Committed Employer and we have also successfully gained the National Equality Standard (NES is the UK’s leading Equity, Diversity and Inclusion standard which was developed by the UK Government and the CBI). We are committed to the fair treatment of all candidates, regardless of race, gender, religion, sexual orientation, age or disability. We welcome applications from all and we select candidates based on skills, qualifications, and experience. Please talk to us during the application process to discuss any reasonable adjustments you may require.

We are committed to achieving Net Zero and reducing our ecological footprint. We are constantly working on new initiatives, some of our more recent ones include working towards Level 2 in the Greener Pharmacy Toolkit and replacing many of our vans with lower CO2 emission models. For information on other projects and our wider approach to sustainability please visit our corporate website.

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