2nd Line Service Desk Analyst

TN United Kingdom; Leicester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the UK is seeking a 2nd Line Service Desk Analyst to join their team in Leicester. The role involves providing high-quality technical support within a 24x7 shift environment, focusing on customer service excellence. Candidates should have experience with ITIL, Linux, Windows, and SQL, and be able to diagnose complex software issues. The position offers a flexible working culture and competitive salary based on skills and experience.

Benefits

Pension

Private Health Insurance (BUPA)

Flexible/hybrid working culture

Employee discount scheme

Qualifications

• Experience in an IT Service Management environment.
• Ability to diagnose issues in complex software applications.

Responsibilities

• Triage support calls and diagnose application issues.
• Manage customer liaison from ticket creation to resolution.
• Create and maintain knowledge bases and documentation.

Skills

Customer-focused approach

ITIL

Linux

Windows

SQL

IT networking

Job description

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2nd Line Service Desk Analyst, Leicester

Client: TBA Group

Location:

Job Category: Other

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EU work permit required: Yes

Job Reference:

e57ac9ad906e

Job Views:

3

Posted:

12.05.2025

Expiry Date:

26.06.2025

Job Description:

What are we looking for?

You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with an ability to work calmly and efficiently. You will work proactively both independently and as part of a team delivering high quality outputs and driving operational and customer service excellence.

After a period of initial training, the role will require working as part of a 24x7 shift team (including bank holidays and out-of-hours).

• Experience of working in an IT Service Management environment and with ITIL
• Comfortable working with both Linux and Windows operating systems
• Ability to diagnose issues in complex software applications by analyzing log files and data
• Good SQL knowledge
• Good knowledge of IT networking

Job Description

As a key player within the Service Delivery function, you will be involved in the maintenance and support of our Warehouse Management and Terminal Operating Systems. TBA supports global trade and supply chain operations in the UK, working within an ITIL framework to provide Technical Application Support services for TBA Warehouse & Port Products & Services.

Key Responsibilities

• Triage of support calls
• Diagnosing and resolving application and database-related technical issues within a SQL, Web, and Server environment
• Managing customer liaison via phone, email, and portal, from ticket creation to resolution
• Collaborating with Tier 2 support engineers, development leads, and third parties
• Identifying recurring issues for problem investigation
• Linking incidents to open problems
• Monitoring customer systems regularly
• Organizing hardware maintenance with vendors
• Handling data requests and recurring activities from customers
• Reviewing support contracts and organizing escrow deposits
• Creating and maintaining knowledge bases and documentation

What you will receive

• Salary: Negotiable based on skills and experience
• Pension
• Private Health Insurance (BUPA)
• Flexible/hybrid working culture
• Employee discount scheme