Service Desk Analyst

2nd Line IT Service Desk Analyst | York | £32,000 + 12% Bonus

I’m working with a FTSE 100-listed company that require an experienced 2ns line IT Service Desk Analyst to join their IT team, taking ownership of more complex incidents and requests escalated from 1st line.

You’ll be responsible for:

• Owning escalated incidents and requests through to resolution
• Troubleshooting across Windows, O365, Active Directory/Azure AD, Intune, networking and VPNs
• Working to strict SLAs and keeping users updated
• Carrying out root cause analysis and identifying recurring issues
• Supporting access management, hardware/software and multi-site environments
• Liaising with 3rd parties and wider IT teams
• Contributing to knowledge base improvements and process efficiencies
• Providing occasional on-site support and getting involved in small IT projects

They’re looking for someone with solid 2nd line/Tier 2 experience, ideally 2+ years, who is confident across the Microsoft stack and has strong troubleshooting and problem-solving skills.

You’ll also need to be comfortable working within a structured support environment, managing SLAs and communicating with both technical and non-technical users.

The package:

• £32,000 salary
• 12% annual bonus
• Pension contribution matched up to 8%
• Hybrid – 2 days per week in the York office
• Opportunity to progress into 3rd line or project-focused work

If you’re an experienced 2nd line support professional and are open to hearing about a role with a well-established FTSE 100 business, I’d be keen to speak with you.