Senior Service Desk Analyst (2nd Line)

Digital Waffle; Leicester; On-site; GBP 35,000 - 45,000; Full time

Job summary

Digital Waffle seeks a Senior Service Desk Analyst (2nd Line) to act as the technical expert on the Service Desk, handling escalations, major incidents and mentoring colleagues.

You will support First and Second Line teams, manage complex tickets, write knowledge articles and drive continuous improvement. This role emphasizes strong customer service, clear communication and collaboration with IT teams.

Qualifications

• Experience in a Second Line IT support role or similar technical position.
• Strong technical knowledge to troubleshoot and resolve complex issues.
• Ability to act as escalation point and provide guidance to colleagues.
• Excellent customer service and professionalism.
• Ability to manage competing priorities in a fast-paced environment.
• Strong written and verbal communication; able to explain technical info clearly.

Responsibilities

• Provide technical guidance and hands-on support to First and Second Line colleagues.
• Escalate, manage and resolve complex incidents and service requests.
• Coordinate major incidents with technical teams and communicate status.
• Maintain and write knowledge articles and technical guides.
• Mentor colleagues and promote knowledge sharing and continuous improvement.
• Support performance and development reviews and contribute to service improvements.

Skills

Second line support

Troubleshooting

Customer service

Documentation

Knowledge sharing

Communication

ITIL knowledge

Tools

Microsoft 365

Exchange Online

Teams

SharePoint

Active Directory

Intune

Job description

Role: Senior Service Desk Analyst (2nd Line)

About the Role

Reporting to the Service Desk Manager, you'll be the go-to technical expert on the Service Desk, handling escalations, supporting major incidents and helping to keep service standards high. Alongside the technical side of the role, you'll mentor colleagues, share your knowledge and drive continuous improvement. It's an ideal opportunity for someone looking to build the experience needed to step into a supervisory or leadership position in the future.

What You'll Be Doing

• 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.
• Helping to bring new technologies and services into the Service Desk.
• 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.
• Assisting the Service Desk Manager with performance and development reviews when needed.
• Spotting opportunities to improve processes, service quality and the overall customer experience.
• Getting involved in projects and service improvement initiatives.
• Taking on other duties appropriate to the level of the role as required.

What We're Looking For

• 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.

It Would Be Great If You Also Have

• Experience of mentoring, coaching or developing colleagues.
• Experience of coordinating workloads or monitoring Service Desk ticket queues.
• Involvement in major incident management, problem management or root cause analysis.
• Experience of supporting colleague performance or development reviews.
• Knowledge of ITIL principles and service management best practice.
• Experience of supporting projects or transitioning new services into live support.
• Strong knowledge of Windows 10 and 11 in a business environment.
• Experience administering Microsoft 365, including Exchange Online, Teams and SharePoint.
• Experience with Active Directory and Entra ID, including user, group and permissions management.
• Familiarity with Microsoft Intune for device management.
• An ambition to progress into a supervisory or leadership role.