IT Service Desk Analyst - 2nd Line

We’re looking for a customer-focused IT Service Desk Analyst to join a busy and dynamic Professional Services Hub.

You’ll act as a first point of contact for a wide range of IT queries, delivering a high-quality support service to users across multiple channels including phone, email, and live chat. This is a fast-paced, customer-driven environment where delivering a great experience is key.

• Respond to user queries within agreed SLAs, aiming for first-time resolution wherever possible
• Act as the first point of contact for IT support across phone, email, and chat
• Take full ownership of queries, seeing them through to resolution
• Troubleshoot issues and elevate where appropriate via Tier 2 support routes
• Maintain accurate records of incidents, requests, and customer interactions
• Work collaboratively with wider teams across the Professional Services Hub
• Develop a strong understanding of systems, policies, and processes to provide expert guidance
• Build strong relationships with stakeholders and deliver outstanding customer service
• Support continuous improvement by contributing to training materials and knowledge bases
• Remain flexible to support other teams and work outside core hours if required

• Experience in an IT Service Desk / IT Support / Helpdesk role
• Strong understanding of ITIL processes (incident, problem, change management)
• Experience using ticketing or CRM systems - Remedy Force
• Proven ability to deliver excellent customer service in a fast-paced environment
• Strong communication skills, with the ability to explain technical issues to non-technical users
• Excellent problem-solving and organisational skills
• High attention to detail and ability to manage multiple priorities
• ITIL certification
• Experience working Higher Education
• Customer service or process improvement qualifications