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Service Desk Analyst

My client is looking for an experienced and technically capable 2nd Line Service Desk Analyst to join their growing support team. If you’ve got a solid background in IT support and enjoy solving complex technical issues while delivering great customer service, this could be the ideal next step in your career.

This is a fully office-based role supporting a wide range of customers in a fast-paced environment. You’ll be a key point of escalation, helping to ensure that technical issues are resolved efficiently and service levels are maintained.

What you’ll be doing:

* Handling technical escalations from 1st line support

* Troubleshooting and resolving complex hardware, software, and network issues

* Applying updates, patches, and fixes to keep systems secure and operational

* Logging, updating, and prioritising support tickets using tools like ServiceNow or JIRA

* Assisting with root cause analysis and contributing to internal knowledge sharing

* Liaising with senior engineers and other internal teams for issue resolution

* Participating in shift work

What we’re looking for:

* 2+ years’ experience on a service desk or in IT support

* Strong troubleshooting skills across Windows, macOS, and basic networking

* Experience with service management tools (e.g. ServiceNow, JIRA)

* Excellent communication skills and a customer-first mindset

* Ability to manage multiple priorities and remain calm under pressure

* A detail-oriented and organised approach to resolving issues

Why apply?

* Join a well-established business with a growing client base

* Gain exposure to a broad range of technologies and challenges

* Make a tangible impact in a collaborative, team-focused environment

* Enjoy a varied role where no two days are the same