Service Desk Engineer/Analyst

Service Desk Analyst – 2nd Line Support

Contract: 6 months

Location: London (City)

On‑site: 4 days per week

Start: ASAP

Overview

We’re looking for a capable 2nd Line Service Desk Analyst to join a busy IT support function within a Microsoft‑centric environment. This role suits someone comfortable owning incidents, supporting end users face‑to‑face, and acting as an escalation point from 1st line.

You’ll be working in a fast‑paced environment, supporting a broad user base and taking responsibility for resolving technical issues across the Microsoft stack.

Key Responsibilities

• Provide 2nd line support for incidents and service requests escalated from 1st line
• Troubleshoot and resolve issues across Microsoft technologies
• Support users both on‑site and remotely
• Manage incidents through to resolution using ITSM tools
• Perform user administration (joiners, movers, leavers)
• Support hardware and peripherals (laptops, desktops, mobile devices)
• Assist with software installs, upgrades, and patches
• Escalate complex issues to 3rd line when required, with clear documentation
• Maintain strong customer service and communication standards

Technical Experience Required

• Strong experience in a 2nd Line Service Desk / Desktop Support role
• Solid knowledge of the Microsoft stack, including:
• Windows 10 / 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory
• Azure AD / Entra ID
• Intune / Endpoint Manager (desirable)
• Experience supporting Office networking basics (VPNs, Wi‑Fi, printers)
• Familiarity with ITIL processes and incident management

Key Skills

• Strong troubleshooting mindset
• Confident supporting users face‑to‑face in an office environment
• Clear communicator with a customer‑first approach
• Able to work independently and manage multiple tickets at once

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