Service Desk Analyst (Second Line)

What You'll Do

• Resolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applications
• Own escalated tickets through to resolution, meeting SLAs and delivering excellent customer service
• Support onboarding, offboarding, hardware provisioning, software deployment, and access management
• Collaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issues
• Provide guidance to Level 1 analysts and contribute to knowledge sharing and process improvement
• Maintain accurate documentation and work within a compliance-focused environment

What We're Looking For

• 3+ years' experience in IT Service Desk, Desktop Support, or End User Support
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devices
• Experience with Active Directory, Entra ID, LDAP, and identity management
• Knowledge of endpoint management, device life cycle management, and vulnerability remediation
• Excellent communication skills and a customer-first approach
• Experience working within global or regulated environments is highly desirable

Contract Details

• Role: IT Service Desk Analyst (Level 2)
• Contract: 6 months
• Start: ASAP
• Location: Sheffield 5 days on-site