2nd Line Service Desk Analyst

Ambridge Harris
Bath, Somerset
20 Jul 2017
19 Aug 2017
Contract Type
Full Time

2nd Line Service Desk Analyst

Location: Bath

Salary: Up to £30,000 (+ benefits)

2nd Line Service Desk Analyst required by national business with over 4000 users across 3000 offices UK wide. The successful 2nd Line Service Desk Analyst will join a team of 12 providing support via the telephone, Skype and desk side.

Main responsibilities:

  • Manage IT Infrastructure, across all locations where Flair are unavailable, or where business needs require immediate solutions
  • Provide escalation routes for Support Engineers and Technicians
  • Provide guidance to the Helpdesk Team to ensure completion of Helpdesk objectives
  • Train new members of the helpdesk in all aspects of the Helpdesks daily activities
  • Provide overall support and knowledge to the Helpdesk team
  • Provide desk-side support to all employees onsite
  • Be proactive in development of a knowledge sharing ethos within the team and the wider business
  • Produce Zendesk reporting statistics for the monthly IT Meetings
  • Proactively identify improvements within the Helpdesk team
  • Be a trusted advisor to the Helpdesk team
  • Take responsibility for own development and training by continuous personal development through additional training courses and remaining up-to-date with the latest software upgrades and information.
  • Manage Zendesk SLAs and resolution of outstanding issues and assign a percentage of work time a month to this
  • Provide ad-hoc training to helpdesk team members where required, and identify areas of Personal Development to the Support Manager
  • Identify and manage trends within the helpdesk environment and provide solutions, or escalate to the support manager for guidance
  • Proactive in sourcing IT solutions across the business

Essential technical experience:

  • Windows 10
  • Active Directory
  • Office 365 Tennent creation, and Email solutions down to practice level
  • Office 365 Administration


  • Hyper-V
  • AD Group Policy
  • Exchange
  • Management of In house Avaya VoIP Systems

Due to the high volume of applications we receive it is not always possible to respond to unsuccessful applicants. Therefore if we have not responded to your application within five days please note that on this occasion your application has not been successful

Ambridge Harris is committed to equal opportunity and diversity. Ambridge Harris will not discriminate on unlawful grounds.

Job ref: 21789