Second Line Service Desk/ Technical Support Analyst

Job Ref No

js 3729


£25-£30k per annum

Start Date



Full Time



Second Line Service Desk/ Technical Support Analyst

An exciting opportunity has arisen for a Second Line Service Desk/ Technical Support Analyst to join well established blue chip organisation based at their prestigious offices in Reading.

As a Second Line Service Desk / Technical Support Analyst you will:

Provide 2nd line support across all technologies of our clients portfolio and ensuring SLA’s are adhered to.

The Service Desk Analyst role is to support the stable operation of clients Infrastructure and Applications. Providing 2nd line support to all employees. This includes company supported applications, troubleshooting computer and network problems, proactively monitoring alerts and determining the source of issue to ensure SLA’s are adhered to.

In addition, the role will also involve application and hardware project-based work.
• Interrogation of the Service Desk ticketing system throughout the day to provide
effective responses and resolutions to queries or issues. Ensuring that raised
tickets are responded to within SLA timescales.

• Responding to calls or e-mails on the service desk, adhering to strict Service Level
Agreements for fault resolutions and service requests completions

• Carry out installations and configurations of end user workstation hardware,
software, networked peripheral devices, cabling, and networking hardware and software

• Support end user workstation hardware, software, networked peripheral devices,
cabling, and networking hardware and software products by testing, maintaining,
monitoring, and troubleshooting in order to determine source of computer problems
(hardware, software, user access, etc.)

• Conduct updates of network asset management register to ensure that any changes to
set up, location or configuration of kit is logged in a timely and appropriate
manner, where any additional hardware or software is included within the network
component inventory.

• Prepare, maintain, and adhere to procedures for logging, reporting, and
statistically monitoring network data as directed.

• Adhere to business continuity and disaster recovery plans, and maintain current
knowledge of plan executables.

• Respond to emergency network outages in accordance with business continuity and
disaster recovery plans.

• Perform system backups and recovery with all systems in line with the backup policy
as directed.
• Administer and maintain end user accounts, permissions, and access rights as
directed by change requests from the Service Desk and in line with the Network
Security Policy.
• Adopt a proactive approach towards all client activities.
• Collaborate with all of the Technical Service departments when required to ensure
business objectives are met.

As a Second Line Support Service / Technical Support Analyst you will have:

• Previously worked on an IT service desk.
• An understanding of ITIL Practices
• 2+ Desktop, Networking, Server year experience.
• Excellent oral and written communication skills.
• The ability to prioritize work under pressure and strict deadlines.
• The ability to communicate and advise technical/service information to different
• Good general overall technical understanding of all new technologies.
• General Support and Operations
• WAN/LAN/Networking skill sets
• Microsoft/VMWare/Cloud technologies
• Good understanding of PC hardware, Microsoft operating systems and networking.

Hours of cover 8am -6pm
So if you are a Second Line support Analyst looking for your next career move apply now!

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