1st/2nd Line Service Analyst
Location: Hybrid working in London 2 days a week with ad hoc travel to Sussex
Employment Type: Full time permanent role

Salary: Up to £30,000 - £40,000 dependant on experience to the below requirements

Due to the ad hoc travel to Sussex please only apply to this role if you are able to drive with access to a vehicle and driving licence.

About the Role
My client are looking for a skilled 1st/2nd Line Service Analyst to provide first and second-level technical support to both office-based and remote users. You will play a key role in ensuring the smooth operation of IT services by managing incidents, fulfilling requests, and maintaining high service standards. This position is vital in delivering a customer-focused IT support service that meets the dynamic needs of our clients business.

Key Responsibilities

Service Management

• Act as the first point of contact for users seeking technical assistance via phone, email, or web.
• Diagnose and resolve technical issues effectively, escalating unresolved problems to the appropriate support teams.
• Perform remote troubleshooting using diagnostic techniques and relevant questioning.
• Keep users informed by providing regular updates on the status of their issues and capturing feedback for improvement.
• Document processes, share knowledge with colleagues, and suggest improvements to IT work flows, including automation and tools to enhance service delivery.

Technical Responsibilities

• Act as the subject matter expert for core applications used across the organisation.
• Ensure the desktop computing environment is secure, high-performing, and continuously improved.
• Assist in patch management, anti-virus updates, and system monitoring to maintain a robust IT environment.
• Contribute to the maintenance of hardware, software, and security standards in the desktop environment.

What You'll Bring

• 3+ year's experience in a service support or similar role
• Due to our clients industry professional service or corporate environment experience is preferred
• Working knowledge of office automation products, databases, and Microsoft Office (Word, Excel, Outlook, and PowerPoint).
• Proven experience with Windows 10 and Active Directory technical support
• Familiarity with ITIL best practices and ISO27001 processes (desirable).
• Strong analytical skills, a detail-oriented mindset, and a proactive approach to identifying improvements.
• Excellent interpersonal and communication skills, capable of engaging with users at all technical levels.
• Ability to work both independently and as part of a team, handling sensitive and confidential information with discretion.

Apply Now
If you're passionate about IT support and ready to take the next step in your career, we'd love to hear from you!