IT Service Desk Analyst 2nd Line

Anchor; Bradford; On-site; GBP 31,000 - 37,000; Full time

Job summary

Anchor in Bradford is seeking an experienced 2nd Line Support Analyst to join the IT Service Desk. The role provides escalation support across office, remote and home environments and drives improvements in ITSM practices, including ServiceNow workflows.

You’ll resolve complex incidents, contribute to knowledge articles and work to SLAs while maintaining high-quality customer service. The position is permanent, full-time, with 37.5 hours weekly and a 7:00–21:00 rota.

Qualifications

• Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams.

Responsibilities

• Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service

Skills

2nd line support

ITIL

Customer service

Problem management

Team collaboration

Education

Microsoft 365 Fundamentals (MS-900)

Entra Fundamentals (AZ-900)

Tools

ServiceNow

Windows OS

M365

Azure/Entra ID

Job description

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

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

Please note that this vacancy may close earlier than the advertised closing date if we receive a high volume of suitable applications.