Bradford 2nd Line IT Support Analyst – Service Desk Expert

Anchor Hanover Group; Bradford; Presencial; GBP 31.000 - 37.000; Jornada completa

Descripción de la vacante

Anchor Hanover Group in Bradford is seeking an experienced 2nd Line Support Analyst to join our IT Service Desk. You will escalate issues, provide expert technical support for Windows, M365 and identity management, and help improve ServiceNow workflows.

You will support colleagues across office, remote and home environments, manage incidents within SLA targets, and contribute to problem management and knowledge base improvements. This role requires ITIL awareness and a customer-focused mindset.

Formación

• Proven experience providing 2nd line support within an IT Service Desk environment.
• Strong knowledge of Windows OS, M365, Azure/Entra ID and device management.
• Experience with ITIL processes and ServiceNow.
• Ability to manage priorities and meet SLA targets in a fast-paced setting.

Responsabilidades

• Deliver expert technical support across core workplace systems and services, ensuring a high-quality service.
• Support colleagues across office, remote, and home environments.
• Act as a technical escalation point for 1st Line Analysts, offering guidance and resolution oversight.
• Lead the diagnosis and resolution of complex incidents, minimising user disruption.
• Contribute to problem identification, investigation, and root cause analysis.
• Maintain and improve knowledge articles and documentation.

Conocimientos

2nd Line Support

Customer Service

ITIL

Incident Management

Educación

ITIL Foundation certification

Herramientas

ServiceNow

Windows OS

M365

Azure/Entra ID

Endpoint Management

Descripción del empleo

Anchor Hanover Group in Bradford is seeking an experienced 2nd Line Support Analyst to join our IT Service Desk. You will escalate issues, provide expert technical support for Windows, M365 and identity management, and help improve ServiceNow workflows.

You will support colleagues across office, remote and home environments, manage incidents within SLA targets, and contribute to problem management and knowledge base improvements. This role requires ITIL awareness and a customer-focused mindset.