Service Desk Analyst (Second Line)

Reed Technology; Sheffield; On-site; GBP 25,000 - 40,000; Full time

Job summary

Reed Technology is seeking an IT Service Desk Analyst (2nd Line) to join a fast-paced global IT team on an initial 6-month contract in Sheffield, on-site.

You will resolve advanced incidents across Windows, macOS, Microsoft 365, identity management, hardware, and applications, ensuring colleagues have the tools they need to work effectively.

Qualifications

• 3+ years' experience in IT Service Desk, Desktop Support, or End User Support.
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devices.
• Experience with Active Directory, Entra ID, LDAP, and identity management.
• Knowledge of endpoint management, device lifecycle management, and vulnerability remediation.
• Excellent communication skills and a customer-first approach.
• Experience working within global or regulated environments is highly desirable.

Responsibilities

• Resolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applications.
• Own escalated tickets through to resolution, meeting SLAs and delivering excellent customer service.
• Support onboarding, offboarding, hardware provisioning, software deployment, and access management.
• Collaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issues.
• Provide guidance to Level 1 analysts and contribute to knowledge sharing and process improvement.
• Maintain accurate documentation and work within a compliance-focused environment.

Skills

IT Service Desk

Troubleshooting

Customer service

Communication

On-site support

Tools

Active Directory

Entra ID

LDAP

Job description

IT Service Desk Analyst (2nd Line) | 6-Month Contract

We're looking for an experienced IT Service Desk Analyst (2nd Line) to join a fast-paced global IT team on an initial 6-month contract. You'll provide advanced technical support across end-user devices, Microsoft 365, identity management, hardware, applications, and collaboration tools, ensuring employees have the technology and support they need to succeed.

What You'll Do

• Resolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applications
• Own escalated tickets through to resolution, meeting SLAs and delivering excellent customer service
• Support onboarding, offboarding, hardware provisioning, software deployment, and access management
• Collaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issues
• Provide guidance to Level 1 analysts and contribute to knowledge sharing and process improvement
• Maintain accurate documentation and work within a compliance-focused environment

What We're Looking For

• 3+ years' experience in IT Service Desk, Desktop Support, or End User Support
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devices
• Experience with Active Directory, Entra ID, LDAP, and identity management
• Knowledge of endpoint management, device lifecycle management, and vulnerability remediation
• Excellent communication skills and a customer-first approach
• Experience working within global or regulated environments is highly desirable

Contract Details

• Role: IT Service Desk Analyst (Level 2)
• Contract: 6 Months
• Start: ASAP
• Location: Sheffield 5 days on-site