Senior 2nd Line Service Desk Specialist (Hybrid, Leicester)

Digital Waffle; Leicester; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Digital Waffle in Leicester (hybrid) is seeking a Senior Service Desk Analyst (2nd Line) to be the go-to technical expert on the Service Desk, handling escalations, supporting major incidents and helping to uphold service standards. You’ll mentor colleagues, share knowledge, drive continuous improvement and position yourself for supervisory or leadership opportunities in the future.

You’ll collaborate with IT teams and third-party suppliers to resolve issues and contribute to service

Qualifications

• Experience in a Second Line IT support role or a similarly technical position.
• Strong technical knowledge and the ability to troubleshoot and resolve complex issues.
• Experience of acting as an escalation point or providing technical guidance to colleagues.
• Excellent customer service skills and a commitment to delivering a professional service.
• The ability to manage competing priorities and stay organised in a fast-paced environment.
• Strong communication skills, with the ability to explain technical information clearly to people at all levels.
• Experience of writing technical documentation or knowledge articles.
• An approachable, supportive working style and strong interpersonal skills.
• The ability to give clear, balanced and constructive feedback.
• A proactive attitude towards knowledge sharing, service improvement and developing others.
• Discretion when handling sensitive or confidential information.

Responsibilities

• Offering technical advice, guidance and hands-on support to First and Second Line colleagues.
• Acting as the escalation point for complex incidents, problems and service requests.
• Picking up and resolving Second Line tickets within agreed service levels when the team needs extra support.
• Keeping an eye on ticket progress, quality and workload to make sure issues are being dealt with appropriately.
• Helping to coordinate major incidents, working with technical teams, managing communications and supporting the restoration of service.
• Supporting the Service Desk Manager with escalations, including high-priority and VIP issues.
• Working alongside other IT teams and third-party suppliers to resolve technical problems and tackle recurring issues.
• Writing and maintaining knowledge articles, technical guides and support documentation.
• Mentoring and coaching colleagues to build their technical skills and confidence.
• Encouraging knowledge sharing, teamwork and a culture of continuous improvement.
• Giving clear, constructive feedback and supporting colleague development activities.

Job description

Digital Waffle in Leicester (hybrid) is seeking a Senior Service Desk Analyst (2nd Line) to be the go-to technical expert on the Service Desk, handling escalations, supporting major incidents and helping to uphold service standards. You’ll mentor colleagues, share knowledge, drive continuous improvement and position yourself for supervisory or leadership opportunities in the future.

You’ll collaborate with IT teams and third-party suppliers to resolve issues and contribute to service