Onsite IT ServiceDesk Support Analyst (2nd line)

Smartdesc; London; On-site; GBP 34,000 - 38,000; Full time

Job summary

A leading IT Managed Service Provider in the UK is seeking an IT Support Analyst to provide excellent IT support in North London. The role involves resolving IT issues, assisting with projects, and collaborating with teams to enhance IT services. Candidates should have strong problem-solving skills and a good understanding of Microsoft technologies. The company offers a supportive environment for career development.

Benefits

Professional Development Plans

Access to e-learning and certifications

Monthly learning time

Paid certifications

Qualifications

• At least two years' experience in a similar role.
• Strong working knowledge of Microsoft 365 and Azure.

Responsibilities

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

Skills

Problem Solving

Communication

Multitasking

Customer Service

Tools

Microsoft 365

Microsoft Azure

Active Directory

Networking Infrastructure

Job description

IT Support Analyst (2nd line)

Location: North London

Type: Full-time

Salary: £34-38k

Eligibility: You must be eligible to work in the UK

Based permanently onsite at one of our client's central London offices, you will provide excellent IT support to their team, including:

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

Smartdesc emphasizes proactive service and high-quality support, working with colleagues to deliver IT improvements and recommendations to our clients. The 2nd Line engineer role is highly technical, requiring strong customer service skills. Engineers are expected to take ownership of issues and requests, resolving or escalating as needed, with excellent communication skills to update clients effectively.

The role involves collaboration with our Greece office, UK colleagues, Professional Services team, and IT Security team, offering a fast-paced environment for skill development and career growth within a dynamic, young company.

Skills & Experience Required

1. Strong fault-finding and problem-solving skills under pressure, remotely using various tools
2. Experience as a remote IT Support Engineer
3. At least two years' experience in a similar role
4. Strong knowledge of Microsoft 365 (on-premise and cloud)
5. Working knowledge of Microsoft Azure, including Remote Desktop Services
6. Knowledge of Microsoft Server, Exchange, Active Directory
7. Understanding of security tools like monitoring & BitDefender
8. Networking infrastructure knowledge (LAN/WAN/DNS/Firewalls)
9. Proficiency in verbal and written English
10. Ability to work to SLAs, project plans, and KPIs
11. Effective multitasking and time management under pressure
12. Positive attitude and prompt, efficient customer problem resolution

About Smartdesc

Smartdesc is a leading IT Managed Service Provider focusing on the UK non-profit sector, working with major organizations and public bodies. We are partners with Microsoft and ServiceNow.

Our mission is to empower non-profits with the technology, tools, and support needed to achieve their goals. We offer services including IT strategy, cybersecurity, helpdesk support, and project management. Join us to work with passionate organizations and contribute to impactful projects.

We prioritize personal development with structured training, certifications, and a culture of internal promotion. Our flat management structure and commitment to staff growth foster a supportive environment where you can thrive and explore diverse technologies.

We value effort, integrity, and honesty, ensuring our team shares our ethical and customer-focused values.