2nd Line Service Desk Analyst Hemel Hempstead | Hybrid | £36,000 Who We Are At Lumina Technologies we believe in Service First, Technology Second: putting people and relationships at the heart of what we do. We provide small and medium businesses with enterprise-grade cybersecurity and IT support, and embed community, trust, and responsibility into our work. If you're someone who cares just as much about the person behind the ticket then this opportunity could be for you. What You’ll Do As a 2nd Line Service Desk Analyst you’ll be the escalation point from 1st Line support. You will be responsible for owning incidents and requests, diving deeper with more advanced diagnostics, and drive fast, effective resolution so users are delighted with the outcome. Key responsibilities include: Take ownership of escalated 1st Line tickets - diagnose, resolve, or escalate to 3rd line when needed Support 1st line with call handling or triaging when needed Augmenting with project/field engineers as needed Keep users informed: clear, jargon-free updates on progress, outages, and fix timelines Capture and document resolutions into our knowledge base Uphold strict information security, confidentiality, and SLAs/OLAs Be proactive - look for improvement opportunities, spot patterns, suggest fixes Occasionally provide out-of-hours on-call support when required What We’re Looking For We want someone who: Has proven experience in a 2nd line role Thrives under pressure and is a strong team player Possesses excellent diagnostic, problem-solving, and communication skills Has empathy: Speaks human, listens, cares Is committed to continual growth, learning, and improvement Must-haves / technical baseline: At least one Microsoft certification (e.g. MD102, MS900, AZ104) One relevant IT qualification (CompTIA A, Cisco CCNA, etc.) Experience with: • Windows 10/11 • Microsoft/Office 365 administration • Active Directory / Azure AD administration • Networking fundamentals: DNS, DHCP, routing Desirable extras: ITIL v4 Foundation or SDI Service Desk Analyst certification Windows Server 2016/2019 Intune, scripting, security, group policy Package and benefits include: Hybrid working 3 days in the office, 2 days remote 25 days annual leave bank holidays Regular training, both internal and external Regular social events Why Join Us We’re a friendly, supportive Managed Services Provider based in Hertfordshire with a strong focus on culture and development – and as part of an MSP, you’ll gain exposure to a vast array of technologies and systems. If you’re looking for a place where your growth is encouraged and efforts noticed, consider Lumina for your next career move today. Apply Now If you’re ready to step up, take ownership, and be part of a team where service truly comes first then we would love to hear from you. Please note: We are not engaging recruitment agencies for this role and kindly request no unsolicited contact from third-party recruiters.