IT Support Analyst (2nd line)

Smartdesc; London; Hybrid; GBP 34,000 - 38,000; Full time

Job summary

A leading IT service provider is seeking a 2nd Line IT Support Analyst to deliver exceptional customer service and technical support. This hybrid role involves resolving IT issues for London-based clients, managing tickets, and collaborating with teams to enhance service quality. The ideal candidate will have strong communication skills and a proactive approach to problem-solving.

Qualifications

• At least two years' experience in a similar role.
• Experience working in a busy team with ongoing communication.

Responsibilities

• Resolving IT issues and malfunctions.
• Assisting with Projects & Migrations.
• Creating documentation and guides.

Skills

Communication

Customer Service

Multi-tasking

Problem Solving

Tools

Microsoft 365

Microsoft Azure

Remote Desktop Services

Active Directory

Job description

IT Support Analyst (2nd line)

Based: Whitechapel, London (Hybrid Working / 3 days office based)

Type: Full-time

Salary: £34-38k

Eligibility: You must be eligible to work in the UK

The 2nd Line engineer role is a crucial customer-facing position at Smartdesc. You will represent the company through daily telephone and video communication with clients, developing strong trusted relationships by providing excellent IT support and customer service.

You will be responsible for remote service desk support for our London-based clients, including:

1. Resolving IT issues and malfunctions
2. Assisting with Projects & Migrations
3. Creating documentation and guides

Smartdesc emphasizes proactive support and high-quality service, working with colleagues to deliver IT improvements and recommendations to clients. The role requires technical expertise and excellent customer service skills, including ownership of issues and effective communication.

You will work closely with our Greece office, UK colleagues, Professional Services team, and IT Security team. All issues are managed via a ticketing system, with responsibilities including managing tickets, prioritizing workload, and adhering to SLA deadlines.

Our engineers communicate through VoIP, Teams telephony, and Microsoft Teams, with the flexibility to work remotely. Experience with Service Desk KPIs, SLAs, and IT Service Management systems is essential.

This role offers opportunities for skill development within a close-knit, growing company committed to employee growth and retention.

Experience and Non-technical Skills

• At least two years' experience in a similar role
• Proficient in verbal and written English
• Experience working in a busy team with ongoing communication
• Ability to follow processes such as Change Management & Knowledge Management
• Commitment to documentation and knowledge sharing
• Ability to work under strict SLAs, project plans, and KPIs
• Personable, articulate, conscientious
• Confident in communicating with all levels of colleagues and clients
• Ability to explain technical concepts in layman's terms
• Strong multi-tasking and time management skills under pressure
• Positive attitude and customer resolution focus
• Proactive in identifying opportunities for improvement
• Experience in the non-profit sector is a plus

Technical Skills

• Strong fault-finding and troubleshooting skills remotely
• Experience as a remote IT Support Engineer
• Knowledge of Microsoft 365 (on-premise and cloud), Microsoft Azure, Remote Desktop Services, Server, Exchange, Active Directory, security tools like monitoring & BitDefender, and networking infrastructure (LAN/WAN, DNS, Firewalls)
• Minimum two years' experience in a similar technical role

About Smartdesc

Smartdesc is an IT Service Provider and Microsoft Gold Partner focusing on non-profit organizations, including charities, social enterprises, and the public sector in the UK. We serve clients like Mind, YMCA, and WaterAid, providing services such as Strategy & IT Leadership, Cyber Security, Helpdesk Support, and Project Management.

We value high-quality staff, promote from within, invest in training and certifications, and foster a fun, growth-oriented environment. Our flat management structure and emphasis on autonomy contribute to a high staff retention rate of 98%. We offer exposure to diverse technologies and systems, supporting a culture of success, integrity, and customer focus.