IT Service Desk Analyst 2nd Line

Anchor Hanover Group; Bradford; Sur place; GBP 31 000 - 37 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

2nd Line Support

Customer Service

ITIL

Incident Management

Formation

ITIL Foundation certification

Outils

ServiceNow

Windows OS

M365

Azure/Entra ID

Endpoint Management

Description du poste

Location: Bradford office with occasional travel to London
Job Type: Permanent | Full-time
Shift pattern: 37.5 hours per week worked on a rota basis between 7:00am–9:00pm Monday-Friday, with Saturday cover as required
Salary: £34,000 per annum

We’re looking for an experienced 2nd Line Support Analyst to join our IT Service Desk.

This is a key customer support role providing high-quality technical support to colleagues across the organisation. The role acts as an escalation point for 1st Line Service Desk Analysts, supporting the resolution of complex IT issues and driving continuous improvement across the IT Service Desk and wider Operations team.

What you’ll be doing

• Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service
• Support colleagues across office, remote, and home environments
• Act as a technical escalation point for 1st Line Service Desk 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
• Identify and support ServiceNow process improvements, including workflows and automation

What you’ll bring

• Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams
• Exemplary personal behaviours and customer service skills
• Strong technical knowledge of the modern workplace stack, including Windows OS, M365, Azure/Entra ID, endpoint/device management and core business applications
• Strong adherence to ITIL processes and IT Service Management practices, including platforms such as ServiceNow
• Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment
• Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely resolution of complex issues
• Proven track record of identifying and delivering service and process improvements through proactive problem management and trend analysis

Qualifications & Experience

Essential

• Proven experience providing 2nd Line support within an IT Service Desk or operational support environment
• Experience working with IT Service Management tools, ideally ServiceNow
• Understanding of ITIL principles and structured ticket management practices
• Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies
• Experience resolving complex incidents and supporting problem management activitie

Desirable

• ITIL Foundation certification
• Microsoft certifications such as 365 Fundamentals (MS-900) and Entra Fundamentals (AZ-900)
• CompTIA or ServiceNow certifications
• Supporting & Troubleshooting Windows 11