2nd Line Service Delivery Analyst - Remote

Overview

The 2nd Line Service Delivery Analyst will provide high-quality technical support to colleagues across various sites and central offices while working in a hybrid model.

In Short

• Provide high-quality customer service and IT support.
• Act as a 2nd line escalation point for incidents.
• Diagnose and resolve technical issues remotely and onsite.
• Support end-user systems, Microsoft 365, and networking.
• Build and rebuild laptops and deploy software.
• Escalate issues to 3rd line teams with diagnostics.
• Maintain accurate ticket updates.
• Contribute to root cause analysis and service improvement.
• Create and improve knowledge base articles.
• Support training and development of 1st Line analysts.

Requirements

• Strong Windows desktop administration experience.
• Structured troubleshooting and fault-finding skills.
• Active Directory and Group Policy administration experience.
• Microsoft 365 support knowledge.
• Experience with Microsoft Intune device management.
• Knowledge of OS and application deployment.
• Understanding of TCP/IP, DNS, and DHCP.
• Experience diagnosing connectivity issues.
• Ability to gather logs for escalation.
• Awareness of network performance impact on services.

Benefits

• Bonus of up to 15%.
• 25 days holiday.
• Exclusive discounts for employees and family.
• Enhanced maternity, paternity, and sick pay benefits.
• Career development opportunities.