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Senior 2nd Line Service Desk Analyst - ITIL O365 - London City

Opportunity for an experienced Senior 2nd Line Service Desk Analyst to work for an established and well-respected London based leading international specialist insurance, investment and financial services organisation with diverse interests including private banking and crowd-lending.


Working as part of a Service Desk team taking support calls and responding to email queries, the Group Senior 2nd Line Service Desk Analyst resolves support tickets in line with SLAs.

Supporting end users remotely and on-site, the role is customer facing and exceptional customer care is paramount.

Building good rapport with end users will be achieved through well-mannered solution focused interaction; the Group IT support team will have a reputation for approachability and clear jargon-free communication.


The role requires experience working to KPIs and SLAs and the right candidate will be used to working with IT Service Management Systems to log tickets, communicate with customers and log elapsed time.

The work will be varied and challenging, with the freedom to take tickets right through to resolution; only escalating to senior Group 3rd Line Technicians when support is required.


Working with a close-knit team, the Group 2nd Line Service Desk Analyst will keep in constant communication with senior colleagues to ensure recurring incidents are addressed through the relevant change projects.


Desktop support (Windows & MS Office), mobile device support, user account administration, email account administration, network and internet troubleshooting, liaising with 3rd party service and application suppliers, procurement and device roll-out, supporting printers and peripherals and monitoring network health and backup health will all be in scope.


Working as part of an empowered highly communicative culture, the 2nd Line Service Desk Analyst will be taken through any necessary industry standard certifications as part of their personal development including appropriate Microsoft MCPs and ITIL certification.


Skills & Experience



  • Senior 2nd Line / Junior 3rd Line level of technical expertise

  • Good knowledge of administrating and supporting MS Exchange and Office 365 email

  • Good knowledge working in Terminal Server / RDS / Citrix environments

  • Comprehensive knowledge of administrating Active Directory

  • Experience working in MS Server 2008, 2012, 2016 environments

  • Comprehensive knowledge of troubleshooting



  • Windows 7, 8, 10

  • Good knowledge of troubleshooting network issues (TCP/IP) and identifying points of failure

  • Experience delivering project work at an Infrastructure level

  • Experience liaising with third parties such as ISPs to resolve internet outages

  • Comprehensive knowledge of installing and troubleshooting MS Office

  • Good knowledge of troubleshooting printers, mobile devices & desktop accessories

  • Ability to troubleshoot third party software and liaise with their support desks

  • Knowledge of video conferencing software and supporting Skype for Business or equivalent

  • Knowledge of cloud computing / working with data centres

  • Knowledge of proactive server and network monitoring software

  • Knowledge of backup appliances and cloud backup solutions

  • Knowledge of IT Service Management / ticketing systems

  • ITIL Foundation

  • A relevant Microsoft MCP



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