Second Line Service Desk Analyst

Second Line Service Desk Analyst

Posted 2 weeks ago by Specialist Computer Centres PLC

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£190 Per day
Inside
Onsite
Chester, Cheshire, England, UK
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Active Directory Asset Allocation Computer Hardware Data Protection Strategy Information Technology Infrastructure Library Information Technology Operations IT Service Management Knowledge Base Microsoft 365 Microsoft Office 365 Microsoft Windows Operating Systems Peripheral Devices System Center Configuration Manager TeamViewer Technical Support User Accounts

Summary: The role of the 2nd Line Service Desk Analyst involves supporting internal IT operations by managing and resolving incoming tickets related to standard IT issues. The analyst will handle both first and second line fixes, troubleshoot MS technologies, and collaborate with other IT teams to resolve complex incidents. This position requires a proactive approach to ensure compliance with IT policies and contribute to continuous improvement through documentation and knowledge sharing. The contract is for 2 months and is based onsite in Chester.

Key Responsibilities:

  • Managing and resolving incoming tickets related to standard IT issues
  • Handling 1st and 2nd line fixes such as: Password resets, User account unlocks, Asset allocation and tracking
  • Basic troubleshooting of MS technologies (Windows, Office 365, etc.)
  • Provide advanced troubleshooting and resolution for hardware, software, and network issues escalated from first-line support.
  • Maintain and support desktop infrastructure including operating systems, applications, and peripheral devices.
  • Collaborate with other IT teams to resolve complex incidents and implement system upgrades or changes.
  • Document solutions and update knowledge base articles to support continuous improvement.
  • Ensure compliance with IT policies, security standards, and service level agreements.
  • Assist in onboarding/offboarding processes including device setup and user access configuration.

Key Skills:

  • Proven experience in a second-line or similar technical support role.
  • Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
  • Familiarity with ManageEngine, TeamViewer, Active Directory, SCCM, and other ITSM tools.
  • Excellent problem-solving skills and ability to work independently or as part of a team.
  • Strong communication skills, both written and verbal.
  • Relevant certifications (eg, CompTIA A+, ITIL, Microsoft Certified) are a plus.

Salary (Rate): £190 per day

City: Chester

Country: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT

Detailed Description From Employer:

Second Line Service Desk Analyst - £190 per day via Umbrella - 2 months contract - Chester (onsite) - SCC Flex Contract

We're currently seeking a 2nd Line Service Desk Analyst to support and ensure smooth day-to-day operations internal IT operations.

Your responsibilities as the 2nd Line Service Desk Analyst:

  • Managing and resolving incoming tickets related to standard IT issues
  • Handling 1st and 2nd line fixes such as: Password resets, User account unlocks, Asset allocation and tracking
  • Basic troubleshooting of MS technologies (Windows, Office 365, etc.)
  • Provide advanced troubleshooting and resolution for hardware, software, and network issues escalated from first-line support.
  • Maintain and support desktop infrastructure including operating systems, applications, and peripheral devices.
  • Collaborate with other IT teams to resolve complex incidents and implement system upgrades or changes.
  • Document solutions and update knowledge base articles to support continuous improvement.
  • Ensure compliance with IT policies, security standards, and service level agreements.
  • Assist in onboarding/offboarding processes including device setup and user access configuration.

As a successful 2nd Line Service Desk Analyst, you will have:

  • Proven experience in a second-line or similar technical support role.
  • Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
  • Familiarity with ManageEngine, TeamViewer, Active Directory, SCCM, and other ITSM tools.
  • Excellent problem-solving skills and ability to work independently or as part of a team.
  • Strong communication skills, both written and verbal.
  • Relevant certifications (eg, CompTIA A+, ITIL, Microsoft Certified) are a plus.

If you are a results-driven 2nd Line Service Desk Analyst with a passion for your work, we want to hear from you. Immediate start. References required.

NOTE: At SCC, we take the privacy and security of your information very seriously, any information we hold will be by current data protection legislation. Upon submitting your application SCC will process your information in line with our privacy policy which can be found on our website under the Legal section -> Privacy Notice -> Flexible Resourcing.

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