2nd Line IT Service Desk Analyst

Salary: Up to £40,000 (depending on experience)
Location: South Coast / Hybrid considered
Full-time, Permanent

I''m currently working with a well-established professional services organisation to recruit a 2nd Line IT Service Desk Analyst to join their growing internal IT team.

This is a fantastic opportunity for an experienced support engineer who enjoys solving technical issues, supporting users, and working across a modern Microsoft technology stack.

As a 2nd Line IT Service Desk Analyst, you’ll play a key role in delivering high-quality IT support to internal users, ensuring systems and applications run smoothly across the business.

You’ll be responsible for troubleshooting hardware, software and network issues, supporting 1st line engineers, and working closely with senior IT staff and third-party providers to resolve more complex problems.

• Provide 1st and 2nd line IT support via phone, email, remote tools and in person

• Troubleshoot hardware, software and networking issues

• Escalate complex incidents to senior engineers when required

• Log and manage incidents through the service desk ticketing system

• Maintain and update technical documentation and knowledge base articles

• Assist with system administration and infrastructure support

• Provide training and guidance to users and junior engineers

• Monitor recurring incidents and help identify long-term solutions

• Previous experience in an IT Service Desk / Technical Support role

• Strong troubleshooting experience with:

  • Windows OS

  • Microsoft 365

  • Active Directory

  • Microsoft Teams

  • Entra / Intune

• Understanding of basic networking concepts

• Experience using a ticketing system (SolarWinds or similar)

• Excellent communication and customer service skills

Experience with any of the following would be advantageous:

• TeamViewer or remote support tools

• Legal industry systems such as SpeechWrite, Partner, Oyez

• IRIS or Sage

• SaaS / PaaS environments

• Salary up to £40,000 depending on experience

• Opportunity to work with a supportive IT team

• Exposure to a modern Microsoft technology environment

• Professional development and training opportunities

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN