Service Desk Analyst - 2nd Line - 2 Year Contract

Hmsworks; Liverpool; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Pension plan

Health benefits

Employee discounts

Job summary

Torus is seeking a 2nd Line Service Desk Analyst to join our IT team in Liverpool. The role provides escalation support across the group, guiding incidents from first-line resolution to final Closure while upholding ITIL practices.

Based at our Liverpool office with occasional visits to Warrington, St Helens or Stonebridge, you will work a rotating shift including potential out-of-hours support and contribute to IT projects and knowledge sharing.

Qualifications

• Degree-level education, a relevant IT qualification, or equivalent hands-on IT support experience.
• Previous experience providing IT support to end users within a service desk, helpdesk or technical support environment.
• Knowledge of Windows 11, Microsoft 365, Active Directory and Microsoft Exchange.
• Understanding of basic networking principles and troubleshooting techniques.
• Experience managing incidents and resolving technical issues with good customer communication.

Responsibilities

• Provide second-line technical support for incidents and service requests escalated from the first-line team.
• Act as a subject matter expert for designated technology areas, providing specialist guidance and support.
• Own and manage support tickets through to resolution with timely updates to customers.
• Troubleshoot and resolve issues related to hardware, software applications, Microsoft technologies, and basic networking.
• Escalate unresolved issues to third-line support and external suppliers as needed.

Job description

Service Desk Analyst - 2nd Line - 2 Year Contract

The Observatory, Liverpool City Centre Office

Torus Landlord

Full time

Fixed Term (6M+)

We're looking for a2nd Line Service Desk Analyst to join our IT team based in Liverpool. This is an excellent opportunity for an experienced IT support professional to develop their technical expertise within a busy and customer-focused environment, providing second-line support to colleagues across Torus while contributing to key IT projects and service improvements.

In this varied role, you'll act as a key escalation point for technical issues that cannot be resolved by first-line support, providing expert troubleshooting, incident resolution and excellent customer service while helping to maintain high-performing IT services across the Group.

Working arrangements:

This role is primarily based at our Liverpool office, with one day per week working from either our Warrington, St Helens or Stonebridge office locations. The Service Desk operates between 8:00am and 6:00pm, and you will work on a rotating shift pattern within these hours, with the opportunity to participate in an optional out-of-hours support rota.

What you'll be doing:

• Provide second-line technical support for incidents and service requests escalated from the first-line team.
• Act as a subject matter expert for designated technology areas, providing specialist guidance and support.
• Own and manage support tickets through to resolution, ensuring timely updates and clear communication with customers.
• Troubleshoot and resolve issues relating to hardware, software applications, Microsoft technologies and basic networking.
• Escalate unresolved technical issues to third-line support teams and external suppliers where appropriate.
• Maintain accurate records within IT Service Management and Configuration Management systems.
• Deliver excellent customer service while adhering to ITIL principles, including incident, problem and change management.
• Support IT projects and service improvement initiatives as required.
• Assist with maintaining technical documentation, knowledge articles and user guides.
• Support and develop first-line colleagues through knowledge sharing, coaching and training.
• Liaise with third-party suppliers to manage incidents and monitor service level agreements.
• Contribute to IT performance reporting and ensure compliance with IT policies, Cyber Essentials and ISO 27001 requirements.

What we're looking for:

• Degree-level education, a relevant IT qualification, or equivalent hands-on IT support experience.
• Previous experience providing IT support to end users within a service desk, helpdesk or technical support environment.
• Knowledge and experience of technologies such as Windows 11, Microsoft 365, Active Directory and Microsoft Exchange.
• Understanding of basic networking principles and troubleshooting techniques.
• Experience managing incidents and resolving technical issues while maintaining excellent customer communication.
• Strong customer service skills with the ability to build positive relationships with internal and external stakeholders.
• Excellent problem-solving abilities with a logical and methodical approach to diagnosing faults.
• Strong organisational skills and the ability to prioritise a demanding workload effectively.
• A proactive approach, with the ability to learn new technologies and adapt to changing business needs.
• Experience creating technical documentation, guidance materials or delivering user training would be advantageous.
• Knowledge of technologies such as SharePoint, SQL, housing management systems, print management or virtual desktop environments would be beneficial.
• A collaborative, resilient and customer-focused approach, with a commitment to continuous improvement.

Shortlisted candidates will be invited to attend a competency-based interview at our Liverpool office. Further details will be provided to successful applicants following shortlisting. Interviews will take place on Tuesday 29th September at our Liverpool City Office.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.

£32,528 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.