Second-Line Desktop Support Specialist

Midland Credit Management, an Encore Capital Group Company; Hull and East Yorkshire; On-site; GBP 28,000 - 38,000; Full time

Job summary

Wescot Credit Services in Hull – HU1 is seeking a Desktop Service Analyst to join the Desktop Services Team. This permanent role is 35 hours per week, predominantly on-site, with a mix of face-to-face and remote support for colleagues across the organisation.

You will act as a key escalation point for hardware, software, Microsoft 365, networking and endpoint issues, delivering high-quality customer service while contributing to IT projects, device deployments and continual service improvements.

Qualifications

• Essential: Experience in a First or Second-Line IT support role.
• Essential: Troubleshooting across hardware, software and end-user technologies.
• Essential: Experience supporting Windows, Microsoft 365 and endpoint devices.
• Essential: Understanding of Active Directory, networking, endpoint management and device deployment.
• Essential: Strong analytical, organisational and prioritisation skills.
• Essential: Excellent communication and customer service skills.
• Essential: Self-motivated and able to work independently.
• Essential: Understanding of IT service management processes, documentation and best practice.
• Essential: Commitment to continuous improvement and delivering high-quality IT services.

Responsibilities

• Provide second-line support for incidents and service requests, resolving technical issues in line with agreed service levels.
• Act as an escalation point for complex issues, performing detailed troubleshooting and root cause analysis.
• Manage and prioritise support tickets, project tasks and service requests, ensuring users are kept informed throughout.
• Support the deployment, configuration and maintenance of hardware, software, Microsoft 365 services and endpoint devices.
• Collaborate with IT colleagues and business stakeholders to ensure technical priorities align with operational requirements.
• Identify and contribute to service improvements, helping to enhance efficiency, user experience and service delivery.
• Support the implementation of system changes, upgrades and technology projects in accordance with established processes.
• Maintain technical documentation, knowledge articles and support procedures to promote knowledge sharing and service consistency.
• Provide technical guidance and knowledge sharing to first-line colleagues and other IT team members.
• Work within ITIL best practices for Incident, Request, Problem and Change Management, ensuring accurate documentation and process compliance.
• Maintain compliance with Information Security policies and elevate significant risks, recurring issues and major incidents where appropriate.
• Deliver excellent customer service through both face-to-face and remote support.
• Support the management of IT assets throughout their life-cycle, ensuring inventory records remain accurate and devices are deployed, recovered and disposed of in line with company policies.

Skills

2nd line support

Troubleshooting

Windows

Microsoft 365

Endpoint devices

Active Directory

Networking

Endpoint management

Device deployment

Analytical skills

Communication skills

Customer service

Self-motivation

ITSM knowledge

Continuous improvement

Tools

Intune

Entra ID

MECM/SCCM

ServiceNow

Job description

Wescot Credit Services in Hull – HU1 is seeking a Desktop Service Analyst to join the Desktop Services Team. This permanent role is 35 hours per week, predominantly on-site, with a mix of face-to-face and remote support for colleagues across the organisation.

You will act as a key escalation point for hardware, software, Microsoft 365, networking and endpoint issues, delivering high-quality customer service while contributing to IT projects, device deployments and continual service improvements.