Service Desk Anlayst – 2nd Line

We are seeking a skilled and motivated 2nd Line Service Desk Analyst to join our clients T support team in Reading. The ideal candidate will be responsible for providing advanced technical support to clients, resolving complex IT issues, and ensuring the smooth operation of IT services. This role requires excellent problem-solving skills, a deep understanding of IT systems, and a strong customer service orientation.

Key Responsibilities

  • Technical Support: Provide 2nd line support for hardware, software, and network issues, ensuring timely and effective resolution of incidents and service requests.
  • Incident Management: Handle escalated incidents from the 1st line support team, working to diagnose and resolve more complex technical issues.
  • Troubleshooting: Perform advanced troubleshooting and root cause analysis for IT problems, applying technical expertise to find solutions.
  • Documentation: Maintain accurate and detailed records of support activities, solutions, and technical documentation.
  • User Support: Assist end-users with technical issues, providing guidance and training as needed to improve their IT literacy and problem-solving capabilities.
  • System Monitoring: Monitor IT systems and infrastructure to identify potential issues and ensure optimal performance and availability.
  • Collaboration: Work closely with other IT teams and departments to resolve cross-functional issues and improve service delivery.
  • Continuous Improvement: Identify opportunities for process improvements and contribute to the development and implementation of best practices within the service desk team.
  • Knowledge Management: Develop and maintain knowledge base articles and documentation to assist in the resolution of recurring issues and to support the 1st line support team.


    • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
    • Experience: 2+ years of experience in a 2nd line support role or similar position within an IT service desk environment.
    • Technical Skills:
      • Proficiency in Windows and Mac OS environments.
      • Experience with Active Directory, Office 365, and remote desktop tools.
      • Strong knowledge of networking concepts and technologies (e.g., TCP/IP, DNS, DHCP).
      • Familiarity with IT service management frameworks (e.g., ITIL) and ticketing systems (e.g., ServiceNow, JIRA).
      • Experience with hardware troubleshooting and repair.
    • Soft Skills:
      • Excellent problem-solving and analytical skills.
      • Strong communication and interpersonal skills.
      • Ability to work independently and as part of a team.
      • High level of customer service orientation and empathy.
      • Ability to manage multiple tasks and prioritize effectively.

Posted on

17th May 2024

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