2nd Line Service Desk Analyst

Reference: 2ndline_
Posted: July 27, 2026

Field incoming service desk incidents and requests:

• Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins.
• Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform.
• Provide a high-level of customer service and adhere to service management principles and processes (ITIL).
• Own/delegate priority incidents/requests.

Resolve IT service desk requests and incidents:

• 1st and 2nd line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines.
• Escalate issues to 3rd Line and Major Incident teams when required.
• Deal with/manage third parties for 'expert' level support for specific requirements.
• Action procurement requests for IT equipment, applications, and internet services.

IT Documentation and Knowledge base:

• Document known fixes

Ongoing Support, Maintenance, and Protection:

• Be aware of and elevate security concerns/risks identified promptly.
• Identify and drive forward improvements to process/service.

Leadership

• Act as delegate for IT Service Desk Team Leader as required.
• Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the business