2nd Line IT Service Desk Analyst
Salary: Up to £40,000 (depending on experience)
Location: South Coast / Hybrid considered
Full-time, Permanent
I'm currently working with a well-established professional services organisation to recruit a 2nd Line IT Service Desk Analyst to join their growing internal IT team.
This is a fantastic opportunity for an experienced support engineer who enjoys solving technical issues, supporting users, and working across a modern Microsoft technology stack.
The Role
As a 2nd Line IT Service Desk Analyst, you’ll play a key role in delivering high-quality IT support to internal users, ensuring systems and applications run smoothly across the business.
You’ll be responsible for troubleshooting hardware, software and network issues, supporting 1st line engineers, and working closely with senior IT staff and third-party providers to resolve more complex problems.
Key Responsibilities
Provide 1st and 2nd line IT support via phone, email, remote tools and in person
Troubleshoot hardware, software and networking issues
Escalate complex incidents to senior engineers when required
Log and manage incidents through the service desk ticketing system
Maintain and update technical documentation and knowledge base articles
Assist with system administration and infrastructure support
Provide training and guidance to users and junior engineers
Monitor recurring incidents and help identify long-term solutions
What We’re Looking For
Previous experience in an IT Service Desk / Technical Support role
Strong troubleshooting experience with:
Windows OS
Microsoft 365
Active Directory
Microsoft Teams
Entra / Intune
Understanding of basic networking concepts
Experience using a ticketing system (SolarWinds or similar)
Excellent communication and customer service skills
Desirable Experience
Experience with any of the following would be advantageous:
TeamViewer or remote support tools
Legal industry systems such as SpeechWrite, Partner, Oyez
IRIS or Sage
SaaS / PaaS environments
What’s on Offer
Salary up to £40,000 depending on experience
Opportunity to work with a supportive IT team
Exposure to a modern Microsoft technology environment
Professional development and training opportunities
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited. com.
SER-IN