Senior Service Desk Analyst (2nd Line) — Lead & Improve

Digital Waffle; Leicester; Hybrid; GBP 30,000 - 37,000; Full time

Job summary

Digital Waffle in Leicester is seeking a Senior Service Desk Analyst (2nd Line) to act as the technical expert on the Service Desk, handling escalations, supporting major incidents and upholding service standards. This hybrid role reports to the Service Desk Manager and offers opportunity to progress into leadership.

You will mentor colleagues, share knowledge and drive continuous improvement in a fast-paced IT environment. Strong ITIL knowledge and Microsoft 365 proficiency are valued.

Qualifications

• Experience in a Second Line IT support role or similar technical position.
• Strong diagnostic and troubleshooting skills for complex issues.
• Ability to guide colleagues and provide technical direction.
• Excellent customer service and organisational skills.
• Proven ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Provide technical advice and hands-on support to First and Second Line colleagues.
• Escalate complex incidents, problems and service requests as needed.
• Resolve Second Line tickets within agreed service levels when extra support is required.
• Monitor ticket progress, quality and workload to ensure proper handling.
• Coordinate major incidents with technical teams and manage communications.
• Support the Service Desk Manager with escalations, including high-priority issues.
• Collaborate with other IT teams and suppliers to resolve problems.
• Contribute to knowledge base by writing guides and articles.
• Mentor and coach colleagues to build skills and confidence.

Skills

Second Line IT support

Escalation handling

Windows 10/11

Microsoft 365

ITIL knowledge

Tools

Active Directory

Entra ID

Microsoft Teams

Microsoft Intune

Job description

Digital Waffle in Leicester is seeking a Senior Service Desk Analyst (2nd Line) to act as the technical expert on the Service Desk, handling escalations, supporting major incidents and upholding service standards. This hybrid role reports to the Service Desk Manager and offers opportunity to progress into leadership.

You will mentor colleagues, share knowledge and drive continuous improvement in a fast-paced IT environment. Strong ITIL knowledge and Microsoft 365 proficiency are valued.