2nd Line Service Desk Analyst

Job Summary

To provide a professional first-line advisory and support service to staff, students, suppliers, and external partners across a wide range of IT-related queries and processes.

Acting as a single point of contact, I manage customer interactions through multiple communication channels including telephone, email, live chat, and ticketing systems, ensuring timely resolution of issues in accordance with service level agreements (SLAs).

Key Responsibilities

• Deliver high-quality customer support by responding to IT-related enquiries through phone, email, chat, and ticketing platforms.
• Take ownership of customer queries from initial contact through to successful resolution, ensuring an excellent customer experience.
• Resolve issues at the first point of contact whenever possible and escalate complex cases through appropriate internal support channels.
• Manage and prioritise assigned cases while maintaining compliance with organisational policies, procedures, and service standards.
• Provide accurate advice and guidance using established training materials, knowledge bases, and operational procedures.
• Build and maintain positive relationships with internal stakeholders, colleagues, departments, suppliers, and external customers.
• Maintain confidential records of customer interactions, complaints, transactions, and resolutions using designated systems.
• Collaborate with wider Professional Services Hub teams to ensure consistent and efficient service delivery.
• Contribute to continuous service improvement by identifying process enhancements and supporting updates to training documentation.
• Demonstrate flexibility by supporting other service areas within the Professional Services Hub when required.
• Work within agreed service delivery boundaries, escalation routes, and operational frameworks to ensure compliance and quality standards.

Skills and Competencies

• Extensive experience as a 2nd line Service Desk Analyst
• Experience using ticketing systems such as ServiceNow or Remedy
• Experience working in Higher Education Sector.

Key Achievements

• Delivered responsive and customer-focused IT support services to a high volume of users.
• Maintained service quality standards while handling complex customer enquiries.
• Supported continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
• Built effective stakeholder relationships that contributed to successful service delivery and issue resolution.