Service Desk Analyst (2nd Line) - London Market Insurance
£40,000 - £50,000 | London | Hybrid
A well-established London Market insurer is looking for a technically capable, customer-focused 2nd Line Service Desk Analyst to join its IT Service Desk team.
This is a hands-on role for someone who enjoys owning issues end-to-end, working across Windows 11 & Microsoft stack, & collaborating closely with 3rd line team to drive fast, high-quality resolutions.
The Role:
A high-ticket environment the expectations will be on you to take responsibility for seeing issues through to resolution, & ensure users receive clear & timely updates. Strong communication skills are essential, as you will be supporting users with varying levels of technical understanding across all areas of the business.
Key responsibilities:
1. Handle escalated desktop & application issues & see them through to resolution
2. Support Microsoft 365 day to day (Outlook, Teams, SharePoint) & troubleshoot common user problems
3. Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
4. Diagnose connectivity issues (VPN, Wi-Fi, general network problems) & escalate where needed
5. Support iOS/Android devices & assist with MDM-related queries where applicable
6. Keep tickets & user updates clear & accurate within the ITSM tool
7. Manage workload & priorities to meet SLAs & maintain a strong user experience
8. Update & improve support documentation & knowledge articles
9. Assist with joiners/leavers activity, device builds & equipment handovers
10. Support a range of users, including VIPs, with clear & professional communication
Skills & Experience Required:
11. Proven experience in a 2nd line (or advanced 1st line) service desk environment
12. Strong Windows 11 troubleshooting capability
13. Strong Microsoft 365 support experience
14. Experience supporting Android/iOS devices
15. Good knowledge of Azure AD / Entra, AD, & 2FA
16. Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
17. Excellent communication skills & a customer-first mindset
18. Strong documentation habits & ability to follow defined processes
19. ServiceNow (or similar ITSM tool) experience
20. Intune / MDM exposure
Why apply?
21. Hybrid working with a structured shift rota
22. 2nd line workload with genuine ownership & visibility
23. Opportunity to influence service quality through documentation & continuous improvement
If you're a proactive 2nd line engineer who takes ownership, communicates well, & thrives in a busy professional environment, this is a strong next move.
We are looking to begin interviews immediately so apply now or contact me Brushoth: brushoth@pioneer-search.com
Apply now