Service Desk Analyst (Second Line)

Description:

IT Service Desk Analyst (2nd Line) | 6-Month Contract

We're looking for an experienced IT Service Desk Analyst (2nd Line) to join a fast-paced global IT team on an initial 6-month contract. You'll provide advanced technical support across end-user devices, Microsoft 365, identity management, hardware, applications, and collaboration tools, ensuring employees have the technology and support they need to succeed.

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 environmentWhat 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 lifecycle management, and vulnerability remediation
Excellent communication skills and a customer-first approach
Experience working within global or regulated environments is highly desirableContract Details

Role: IT Service Desk Analyst (Level 2)
Contract: 6 Months
Start: ASAP
Location: Sheffield 5 days on-siteIf you're a hands-on IT support professional who enjoys solving complex technical issues and delivering a first-class user experience, please apply to Lina Hayward Hojaij using the links provided