Job Description
Service Desk Analyst – 2nd Line Support
Contract: 6 months
Location: London (City)
On‑site: 4 days per week
Start: ASAP
Overview
We’re looking for a capable 2nd Line Service Desk Analyst to join a busy IT support function within a Microsoft‑centric environment. This role suits someone comfortable owning incidents, supporting end users face‑to‑face, and acting as an escalation point from 1st line.
You’ll be working in a fast‑paced environment, supporting a broad user base and taking responsibility for resolving technical issues across the Microsoft stack.
Key Responsibilities
* Provide 2nd line support for incidents and service requests escalated from 1st line
* Troubleshoot and resolve issues across Microsoft technologies
* Support users both on‑site and remotely
* Manage incidents through to resolution using ITSM tools
* Perform user administration (joiners, movers, leavers)
* Support hardware and peripherals (laptops, desktops, mobile devices)
* Assist with software installs, upgrades, and patches
* Escalate complex issues to 3rd line when required, with clear documentation
* Maintain strong customer service and communication standards
Technical Experience Required
* Strong experience in a 2nd Line Service Desk / Desktop Support role
* Solid knowledge of the Microsoft stack, including:
* Windows 10 / 11
* Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
* Active Directory
* Azure AD / Entra ID
* Intune / Endpoint Manager (desirable)
* Experience supporting Office networking basics (VPNs, Wi‑Fi, printers)
* Familiarity with ITIL processes and incident management
Key Skills
* Strong troubleshooting mindset
* Confident supporting users face‑to‑face in an office environment
* Clear communicator with a customer‑first approach
* Able to work independently and manage multiple tickets at once