Service Desk Analyst
Posted 2 days ago by 1768658087
£50,000 Per year
Undetermined
Hybrid
City of London, London
Summary: The role of a 2nd Line Service Desk Analyst at a well-established London Market insurer involves providing technical support and resolving escalated desktop and application issues. The position requires strong communication skills and the ability to manage user expectations while collaborating with the 3rd line team. The analyst will work in a hybrid environment, focusing on Microsoft technologies and ensuring a high-quality user experience. This hands-on role is ideal for someone who enjoys taking ownership of issues from start to finish.
Key Responsibilities:
- Handle escalated desktop & application issues & see them through to resolution
- Support Microsoft 365 day to day (Outlook, Teams, SharePoint) & troubleshoot common user problems
- Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
- Diagnose connectivity issues (VPN, Wi-Fi, general network problems) & escalate where needed
- Support iOS/Android devices & assist with MDM-related queries where applicable
- Keep tickets & user updates clear & accurate within the ITSM tool
- Manage workload & priorities to meet SLAs & maintain a strong user experience
- Update & improve support documentation & knowledge articles
- Assist with joiners/leavers activity, device builds & equipment handovers
- Support a range of users, including VIPs, with clear & professional communication
Key Skills:
- Proven experience in a 2nd line (or advanced 1st line) service desk environment
- Strong Windows 11 troubleshooting capability
- Strong Microsoft 365 support experience
- Experience supporting Android/iOS devices
- Good knowledge of Azure AD / Entra, AD, & 2FA
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
- Excellent communication skills & a customer-first mindset
- Strong documentation habits & ability to follow defined processes
- ServiceNow (or similar ITSM tool) experience
- Intune / MDM exposure
Salary (Rate): £50000.00 yearly
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
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:
- Handle escalated desktop & application issues & see them through to resolution
- Support Microsoft 365 day to day (Outlook, Teams, SharePoint) & troubleshoot common user problems
- Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
- Diagnose connectivity issues (VPN, Wi-Fi, general network problems) & escalate where needed
- Support iOS/Android devices & assist with MDM-related queries where applicable
- Keep tickets & user updates clear & accurate within the ITSM tool
- Manage workload & priorities to meet SLAs & maintain a strong user experience
- Update & improve support documentation & knowledge articles
- Assist with joiners/leavers activity, device builds & equipment handovers
- Support a range of users, including VIPs, with clear & professional communication
Skills & Experience Required:
- Proven experience in a 2nd line (or advanced 1st line) service desk environment
- Strong Windows 11 troubleshooting capability
- Strong Microsoft 365 support experience
- Experience supporting Android/iOS devices
- Good knowledge of Azure AD / Entra, AD, & 2FA
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
- Excellent communication skills & a customer-first mindset
- Strong documentation habits & ability to follow defined processes
- ServiceNow (or similar ITSM tool) experience
- Intune / MDM exposure
Why apply?
- Hybrid working with a structured shift rota
- 2nd line workload with genuine ownership & visibility
- 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
