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