Service Desk Analyst (Second Line) NEW

City, Sheffield
Reed Technology

IT Service Desk Analyst (2nd Line) 6-Month Contract

We’re looking for an experienced IT Service Desk Analyst (2nd Line) to join a fast-paced global IT team on an initial 6-month contract. You’ll provide advanced technical support across end-user devices, Microsoft 365, identity management, hardware, applications, and collaboration tools, ensuring employees have the technology and support they need to succeed.

What You’ll Do

• Resolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applications
• Own escalated tickets through to resolution, meeting SLAs and delivering excellent customer service
• Support onboarding, offboarding, hardware provisioning, software deployment, and access management
• Collaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issues
• Provide guidance to Level 1 analysts and contribute to knowledge sharing and process improvement
• Maintain accurate documentation and work within a compliance-focused environment

What We’re Looking For

• 3+ years’ experience in IT Service Desk, Desktop Support, or End User Support
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devices
• Experience with Active Directory, Entra ID, LDAP, and identity management
• Knowledge of endpoint management, device lifecycle management, and vulnerability remediation
• Excellent communication skills and a customer-first approach
• Experience working within global or regulated environments is highly desirable

Contract Details

• Role: IT Service Desk Analyst (Level 2)
• Contract: 6 Months
• Start: ASAP
• Location: Sheffield 5 days on-site

If you’re a hands-on IT support professional who enjoys solving complex technical issues and delivering a first-class user experience, please apply to Lina Hayward Hojaij using the links provided.