Senior Service Desk Analyst

About the Role

We're recruiting a Senior 2nd Line IT Support Engineer for a large UK enterprise. This is a hands-on technical role supporting a large user environment, resolving escalated issues and contributing to IT projects and improvements.

There are no managerial responsibilities - the focus is on technical troubleshooting, ownership and development towards 3rd Line, Infrastructure, Networking or Cloud.

Responsibilities

• Provide advanced 2nd line support and resolve escalated tickets within SLAs
• Troubleshoot Windows, Microsoft 365, Active Directory and endpoint issues
• Support Intune, Azure/Entra ID, Exchange, Teams and SharePoint
• Troubleshoot DNS, DHCP, TCP/IP, VPN and connectivity issues
• Support device builds, deployments, upgrades and rollouts
• Investigate recurring issues and contribute to technical improvements
• Maintain accurate documentation and IT records
• Work with 3rd line, infrastructure, networking and security teams
• Provide technical guidance to 1st line where required

Technical Skills

• Windows 10/11
• Active Directory & Group Policy
• Microsoft 365
• Intune & Entra ID/Azure
• DNS & DHCP
• Networking, VPN & TCP/IP
• Enterprise endpoint support
• PowerShell desirable

Experience

• Previous 2nd Line / Desktop Support / IT Engineer experience
• Strong troubleshooting and problem-solving skills
• Experience supporting large user environments
• Comfortable taking ownership of complex technical issues
• Strong communication and documentation skills

Benefits

• Hybrid working - 3 days onsite / 2 remote
• Funded training and certifications
• Technical mentoring and development
• Clear progression into 3rd Line, Infrastructure, Networking or Cloud
• Collaborative and supportive IT team
• 25 days leave + bank holidays
• Regular team events and social activities