3rd Line Service Desk Analyst – 5377

Clear IT Recruitment Limited; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading recruitment agency is seeking a 3rd Line Service Desk Analyst to provide user support and manage IT environments based in London. The role involves technical troubleshooting and collaboration with teams to ensure smooth operations across multiple sites. Candidates should have experience with 365 technologies and a full UK driving licence. This position may require travel to services 2-3 days a week.

Qualifications

• Proven experience in a similar role leveraging 365 and Entra technologies.
• In-depth knowledge of networking and server administration.
• Full UK driving licence required.

Responsibilities

• Provide second and third line user support to staff and service users.
• Monitor response times to incidents ensuring high levels of customer service.
• Manage the 365 and Azure environments.

Skills

365 and Entra technologies

Networking with hardware firewall technologies

Experience working to SLAs

Microsoft desktop & server operating systems

Active Directory

Job description

Our client is seeking a 3rd Line Service Desk Analyst, to be based in their Putney, London office.

There will be paid for travel with frequent visits to their services on average 2-3 days per week.

As Third Line Service Desk Analyst, you will play a key role ensuring the smooth running of the helpdesk, and the maintenance and support of hardware and software for:

• 150 PCs and laptops many not office based.
• Approximately 350 staff and 100 service users across 35 sites in the UK and Isle of Man.
• Support other service users across a range of mobile devices including Chromebooks and phones.

Key aspects of the Role:

• Provide primarily second and third line user support to staff and service users; to provide overflow and relief for first line support, including precise call logging.
• Monitor response times to incidents ensuring we remain within our SLAs while providing high levels of customer service to the workforce.
• Manage the 365 and Azure environment, such as access control, troubleshooting and resolving any issues.
• Collaborate with internal teams to deliver seamless integration of new IT solutions within the existing IT environment.
• Conduct training sessions for internal teams to increase understanding and effective use of Microsoft and Entra technologies.
• To manage Internet Service Providers and inter-site connections.
• To react to system alerts and troubleshoot, act upon or escalate as appropriate.
• To lead the roll‑out of new applications, testing and evaluating new applications.
• To set up automated tools in order to carry out regular housekeeping processes including backup, event log checking etc.
• To maintain pool equipment loans, ensuring requests are dealt with in a timely manner, keeping accurate records and ensuring that equipment is returned at the correct time.

Qualifications:

• Proven experience in a similar role leveraging 365 and Entra technologies.
• Experience working to SLAs.
• In depth knowledge of networking with hardware firewall technologies, VPNs etc, Entra, 365 and SharePoint administration, unify, Microsoft desktop & server operating systems including active directory.
• Knowledgeable in network and server administration and support.
• Ability to travel to our services on average 2-3 days per week. Occasional out of hours work may be required.
• Full UK driving licence.

Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.

Contact / Further Information

Start Rite Business Centre
Broadland Business Park
Peachman Way. Norwich.
NR7 0WF

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