Service Desk Analyst - 2nd Line

Service Desk Analyst - 2nd Line - 2 Year Contract

The Observatory, Liverpool City Centre Office

Torus Landlord

Full time

Fixed Term (6M+)

We're looking for a
2nd Line Service Desk Analyst to join our IT team based in Liverpool. This is an excellent opportunity for an experienced IT support professional to develop their technical expertise within a busy and customer-focused environment, providing second-line support to colleagues across Torus while contributing to key IT projects and service improvements.

In this varied role, you'll act as a key escalation point for technical issues that cannot be resolved by first-line support, providing expert troubleshooting, incident resolution and excellent customer service while helping to maintain high-performing IT services across the Group.

This role is primarily based at our Liverpool office, with one day per week working from either our Warrington, St Helens or Stonebridge office locations. The Service Desk operates between 8:00am and 6:00pm, and you will work on a rotating shift pattern within these hours, with the opportunity to participate in an optional out-of-hours support rota.

• Provide second-line technical support for incidents and service requests escalated from the first-line team.
• Act as a subject matter expert for designated technology areas, providing specialist guidance and support.
• Own and manage support tickets through to resolution, ensuring timely updates and clear communication with customers.
• Troubleshoot and resolve issues relating to hardware, software applications, Microsoft technologies and basic networking.
• Escalate unresolved technical issues to third-line support teams and external suppliers where appropriate.
• Maintain accurate records within IT Service Management and Configuration Management systems.
• Deliver excellent customer service while adhering to ITIL principles, including incident, problem and change management.
• Support IT projects and service improvement initiatives as required.
• Assist with maintaining technical documentation, knowledge articles and user guides.
• Support and develop first-line colleagues through knowledge sharing, coaching and training.
• Liaise with third-party suppliers to manage incidents and monitor service level agreements.
• Contribute to IT performance reporting and ensure compliance with IT policies, Cyber Essentials and ISO 27001 requirements.

• Degree-level education, a relevant IT qualification, or equivalent hands-on IT support experience.
• Previous experience providing IT support to end users within a service desk, helpdesk or technical support environment.
• Knowledge and experience of technologies such as Windows 11, Microsoft 365, Active Directory and Microsoft Exchange.
• Understanding of basic networking principles and troubleshooting techniques.
• Experience managing incidents and resolving technical issues while maintaining excellent customer communication.
• Strong customer service skills with the ability to build positive relationships with internal and external stakeholders.
• Excellent problem-solving abilities with a logical and methodical approach to diagnosing faults.
• Strong organisational skills and the ability to prioritise a demanding workload effectively.
• A proactive approach, with the ability to learn new technologies and adapt to changing business needs.
• Experience creating technical documentation, guidance materials or delivering user training would be advantageous.
• Knowledge of technologies such as SharePoint, SQL, housing management systems, print management or virtual desktop environments would be beneficial.
• A collaborative, resilient and customer-focused approach, with a commitment to continuous improvement.

Shortlisted candidates…