We are looking to appoint a Tier 2 Service Desk Analyst to join our Service Desk Team in supporting our clients in the education sector.
Location: Office based - M27 6DB
Role Summary
A Tier 2 Service Desk Analyst delivers advanced technical support for education sector clients in a Managed Service Provider setting. Key duties include resolving escalated incidents, providing technical assistance to Tier 1 colleagues, and ensuring clear customer communication. The role also involves remote and possible on-site support
Key Responsibilities
* Own and resolve Tier 2 incidents and service requests in line with SLAs
* Provide technical escalation support and mentoring to Tier 1 analysts
* Deliver remote and on-site technical support and implementation activities
* Maintain clear communication with customers throughout incident lifecycles
* Contribute to problem management, root cause analysis, and service improvement
* Maintain accurate ticket updates, documentation, and knowledge base content
* Adhere to formal change management and governance processes
Essential Skills and Experience
* Experience in a Tier 2 technical support role, ideally within an MSP environment
* Strong troubleshooting and analytical skills with clear ownership of issues
* Excellent written and verbal communication skills
* Strong customer service focus and professional approach
* Ability to work collaboratively and support junior colleagues
* Experience creating and maintaining technical documentation
Technical Competencies
* Windows Server, Windows 10/11
* Active Directory, Azure AD / Entra ID, Group Policy, DNS, DHCP
* Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
* Google Workspace Administration (Mail, Classroom, Drive, Calendar)
* Virtualisation platforms (VMware and/or Hyper-V)
* Endpoint and mobile device management (e.g. Intune, MDM/MAM)
* Backup, recovery, and security technologies (Redstor, AV, EDR, MFA)
* Deployment and imaging tools (e.g. MDT, SCCM, Autopilot)
Desirable Experience
* PowerShell scripting and task automation
* Experience supporting education or public sector environments
* Working knowledge of ITIL practices (Incident, Problem, Change)
* Networking fundamentals (LAN, WAN, Wi-Fi, TCP/IP)
* macOS / iOS support experience
* Experience supporting MIS systems such as SIMS
* Full UK driving licence and access to own transport
Job Types: Full-time, Permanent
Pay: £25,000.00-£34,000.00 per year
Benefits:
* Canteen
* Company pension
* Health & wellbeing programme
* On-site gym
* On-site parking
* Sick pay
Work Location: In person