Senior Service Desk Analyst / 2nd Line

Due to expansion an established Managed Service Provider is looking to recruit a Senior Service Desk Analyst working within their IT Managed Services division.

This role would be suitable for someone already working in a Service Desk Analyst/Technical Support role and wants to continue that working with and supporting a variety of technologies.

The company's Managed Services service desk offers a Single Point of Contact (SPOC) to meet the needs of Customers and internal staff.

The role is to provide IT support to a large customer base as well as internal staff, working with a close-knit team.

As part of your role you will work to customer agreed SLA’s, delivering quick resolution and a high level of customer service.

Also working with service management teams as required dealing with business critical Incidents.

Principle Responsibilities:

  • Providing 2nd line remote support within a Service Desk environment
  • Triage assessment, logging and escalation of 1st to 3rd line incidents
  • Supporting customer environments of Desktops and servers (i.e.

    Windows & Linux)
  • Technical troubleshooting of customer issues
  • Work to customer agreed SLA’s, delivering quick resolution and providing a high level of customer service.
  • Working with service management teams as required dealing with business critical Incidents.
  • Working in an ITIL aligned service desk environment
  • Escalating to service management teams

Required Technical Knowledge:


  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/ Office 2010 and Outlook 2013/ Exchange
  • Windows Server 2008/2012/2016
  • AD/Group Policy
  • MS Office365
  • VMware
  • Veeam
  • Previous experience (3yrs+) working in a customer service/ IT Service Desk environment is essential
  • Proven technical background. 


  • MCSA in Windows 7, 8 or 10
  • Linux skills
  • Citrix
  • Working towards MCSE Server Infrastructure certification
  • ITIL certification

Personal Skills:

  • Excellent customer service skills and a professional telephone manner are essential in this customer facing role.
  • Problem solving. 
  • Excellent team player, develops and maintains positive working relationships with others.
  • Excellent time management skills.
  • Self-motivated.
  • Demonstrates a 'can do' approach.
  • Ability to prioritise support issues
  • A genuine interest in corporate computer technology and the ability to study independently
  • Ability to work and thrive in a fast paced environment

Working Conditions

  • This position is based at the Frontline HQ in Handforth, Wilmslow
  • Covering key support hours of 08:00 – 18:00 Mon-Fri
  • OOH Rota with shifts and very good shift bonus TBC in interview

About the Company 

'We are based in Handforth, near Manchester.

We are an established IT solutions provider, and offer a wide range of IT related services.

Our technology partnerships include: SAP Gold Business Partner, Microsoft Gold Partner, VMware Enterprise Partner, Veeam Enterprise Partner, IBM Premier Business Partner and Citrix Silver Partner.  We offer excellent prospects for the right candidate within a successful, very well established company.  Please note that due to the volume of interest we experience for our vacancies, we are unable to respond to every applicant.

Therefore if you do not hear back from us within six weeks of submitting your CV, please take it that unfortunately you have not been successful on this occasion.'

How to apply

Please apply using the link provided and our client will be in direct contact.

  • Start: ASAP
  • Duration: Permanent
  • Rate: £25k - 27k per year + Shift Allowance
  • Location: Handforth, Cheshire, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: FL61
  • Posted: 2019-05-09 14:06:36 -

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