Hybrid Service Desk Analyst: 2nd/1st Line, MS 365

Vivo Talent Solutions; England; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Vivo Talent Solutions is seeking a 2nd Line Support Analyst to join a busy environment on an initial 3-month contract in Surrey. You will provide 1st and 2nd line IT support, handle incidents, troubleshoot Office/Microsoft 365, and work within a high-volume ticketing system.

This hybrid/onsite role requires a proactive, customer-focused approach and the ability to work under pressure in a fast-paced environment.

Qualifications

• Experience in an IT Service Desk / Support environment.
• Ideally 2nd Line Support experience, or strong 1st Line with good knowledge.
• Experience working with IT ticketing systems.
• Good knowledge of Microsoft Office / Microsoft 365.
• Ability to troubleshoot hardware, software and MS Office issues.
• Experience working in a fast-paced, high-volume environment.
• Retail or customer-facing background advantageous.
• Strong communication and interpersonal skills.
• Positive attitude and professional approach.

Responsibilities

• Provide 1st and 2nd Line IT support to users across the business
• Log, manage and resolve incidents through the relevant ticketing system
• Troubleshoot hardware, software and Microsoft Office-related issues
• Escalate more complex technical issues where required
• Work effectively within a high-volume support environment
• Provide a professional and customer-focused service to users
• Prioritise and manage tickets effectively in line with agreed processes
• Support the wider IT team with day-to-day technical requirements

Skills

IT Service Desk

2nd Line Support

1st Line Support

Microsoft Office

Microsoft 365

Ticketing systems

Communication

Interpersonal skills

Tools

IT Ticketing System

Job description

Vivo Talent Solutions is seeking a 2nd Line Support Analyst to join a busy environment on an initial 3-month contract in Surrey. You will provide 1st and 2nd line IT support, handle incidents, troubleshoot Office/Microsoft 365, and work within a high-volume ticketing system.

This hybrid/onsite role requires a proactive, customer-focused approach and the ability to work under pressure in a fast-paced environment.