Service Desk Analyst 2nd Line

Location: Bradford office with occasional travel to London
Job Type: Permanent | Full-time
Shift pattern: 37.5 hours per week worked on a rota basis between 7:00am–9:00pm Monday-Friday, with Saturday cover as required
Salary: £34,000 per annum

We’re looking for an experienced 2nd Line Support Analyst to join our IT Service Desk.

This is a key customer support role providing high-quality technical support to colleagues across the organisation. The role acts as an escalation point for 1st Line Service Desk Analysts, supporting the resolution of complex IT issues and driving continuous improvement across the IT Service Desk and wider Operations team.

• Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service
• Support colleagues across office, remote, and home environments
• Act as a technical escalation point for 1st Line Service Desk Analysts, offering guidance and resolution oversight
• Lead the diagnosis and resolution of complex incidents, minimising user disruption
• Contribute to problem identification, investigation, and root cause analysis
• Maintain and improve knowledge articles and documentation
• Identify and support Service Now process improvements, including workflows and automation

• Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams
• Exemplary personal behaviours and customer service skills
• Strong technical knowledge of the modern workplace stack, including Windows OS, M365, Azure/Entra , endpoint/device management and core business applications
• Strong adherence to ITIL processes and IT Service Management practices, including platforms such as Service Now
• Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment
• Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely resolution of complex issues
• Proven track record of identifying and delivering service and process improvements through proactive problem management and trend analysis

• Proven experience providing 2nd Line support within an IT Service Desk or operational support environment
• Experience working with IT Service Management tools, ideally Service Now
• Understanding of ITIL principles and structured ticket management practices
• Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies
• Experience resolving complex incidents and supporting problem management activitie

• ITIL Foundation certification
• Microsoft certifications such as 365 Fundamentals (MS-900) and Entra Fundamentals (AZ-900)
• CompTIA or Service Now certifications
• Supporting & Troubleshooting Windows 11