Service Desk Analyst

Investigo; York and North Yorkshire; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

12% annual bonus

Pension contribution matched up to 8%

Hybrid – 2 days per week in York

Job summary

Investigo is supporting a FTSE 100-listed company in York in their search for an experienced 2nd Line IT Service Desk Analyst. The role focuses on owning escalated incidents and requests, and resolving complex problems across Windows, O365, AD/Azure AD, Intune, networking and VPNs.

You will work to SLAs, perform root cause analysis, and liaise with 3rd parties and wider IT teams. The role offers hybrid work (2 days in York) with a 12% bonus and a strong pension contribution, plus opportunities

Qualifications

• Solid 2nd line / Tier 2 experience, ideally 2+ years.
• Confident across the Microsoft stack with strong troubleshooting and problem‑solving skills.
• Comfortable working in a structured support environment, managing SLAs and communicating with both technical and non‑technical users.

Responsibilities

• Owning escalated incidents and requests through to resolution.
• Troubleshooting across Windows, O365, Active Directory/Azure AD, Intune, networking and VPNs.
• Working to strict SLAs and keeping users updated.
• Carrying out root cause analysis and identifying recurring issues.
• Supporting access management, hardware/software and multi-site environments.
• Liaising with 3rd parties and wider IT teams.
• Contributing to knowledge base improvements and process efficiencies.
• Providing occasional on-site support and getting involved in small IT projects.

Skills

Windows

O365

AD/Azure AD

Intune

Networking

VPNs

SLA management

Customer service

Tools

Active Directory

Azure AD

Microsoft 365

Job description

2nd Line IT Service Desk Analyst | York | £32,000 + 12% Bonus

I'm working with a FTSE 100-listed company that require an experienced 2ns line IT Service Desk Analyst to join their IT team, taking ownership of more complex incidents and requests escalated from 1st line.

You'll be responsible for:

• Owning escalated incidents and requests through to resolution
• Troubleshooting across Windows, O365, Active Directory/Azure AD, Intune, networking and VPNs
• Working to strict SLAs and keeping users updated
• Carrying out root cause analysis and identifying recurring issues
• Supporting access management, hardware/software and multi-site environments
• Liaising with 3rd parties and wider IT teams
• Contributing to knowledge base improvements and process efficiencies
• Providing occasional on-site support and getting involved in small IT projects

They're looking for someone with solid 2nd line/Tier 2 experience, ideally 2+ years, who is confident across the Microsoft stack and has strong troubleshooting and problem-solving skills.

You'll also need to be comfortable working within a structured support environment, managing SLAs and communicating with both technical and non-technical users.

The package:

• 12% annual bonus
• Pension contribution matched up to 8%
• Hybrid – 2 days per week in the York office
• Opportunity to progress into 3rd line or project-focused work