At a Glance
- Tasks: Provide expert technical support and resolve complex IT issues for colleagues.
- Company: Join a dynamic team in a leading IT Service Desk environment.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement and teamwork.
- Why this job: Make a real impact by improving IT services and supporting your colleagues.
- Qualifications: Experience in 2nd line support and strong technical knowledge of modern workplace technologies.
The predicted salary is between 34000 - 34000 € per year.
Location: Bradford office with occasional travel to London
Job Type: Permanent | Full-time
Shift pattern: 37.5 hours per week worked on a rota basis between 7:00am–9:00pm Monday-Friday, with Saturday cover as required
Salary: £34,000 per annum
We’re looking for an experienced 2nd Line Support Analyst to join our IT Service Desk. This is a key customer support role providing high-quality technical support to colleagues across the organisation. The role acts as an escalation point for 1st Line Service Desk Analysts, supporting the resolution of complex IT issues and driving continuous improvement across the IT Service Desk and wider Operations team.
What you’ll be doing
- Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service
- Support colleagues across office, remote, and home environments
- Act as a technical escalation point for 1st Line Service Desk Analysts, offering guidance and resolution oversight
- Lead the diagnosis and resolution of complex incidents, minimising user disruption
- Contribute to problem identification, investigation, and root cause analysis
- Maintain and improve knowledge articles and documentation
- Identify and support ServiceNow process improvements, including workflows and automation
What you’ll bring
- Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams
- Exemplary personal behaviours and customer service skills
- Strong technical knowledge of the modern workplace stack, including Windows OS, M365, Azure/Entra ID, endpoint/device management and core business applications
- Strong adherence to ITIL processes and IT Service Management practices, including platforms such as ServiceNow
- Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment
- Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely resolution of complex issues
- Proven track record of identifying and delivering service and process improvements through proactive problem management and trend analysis
Qualifications & Experience
- Proven experience providing 2nd Line support within an IT Service Desk or operational support environment
- Experience working with IT Service Management tools, ideally ServiceNow
- Understanding of ITIL principles and structured ticket management practices
- Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies
- Experience resolving complex incidents and supporting problem management activities
- Microsoft certifications such as 365 Fundamentals (MS-900) and Entra Fundamentals (AZ-900)
Service Desk Analyst 2nd Line in Bradford employer: Anchor
Join our dynamic team in Bradford, where we prioritise a collaborative work culture and offer extensive opportunities for professional growth. As a Service Desk Analyst, you'll benefit from a competitive salary, a supportive environment that encourages continuous improvement, and the chance to make a real impact on our IT operations. With occasional travel to London, you’ll also enjoy the unique advantage of working in a vibrant city while contributing to a high-quality service experience for colleagues across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst 2nd Line in Bradford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge and customer service skills. We recommend practising common interview questions related to 2nd line support and having examples ready to showcase your troubleshooting prowess.
✨Tip Number 3
Showcase your problem-solving skills during the interview. We want to see how you approach complex incidents and drive improvements. Think of specific situations where you’ve made a difference in your previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Analyst 2nd Line in Bradford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your 2nd line support experience and any relevant technical skills, like your knowledge of Windows OS and M365. We want to see how your background fits with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing high-quality technical support and how your experience aligns with our needs. Let us know what makes you the perfect fit for our team!
Show Off Your Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've resolved complex IT issues in the past. We love seeing candidates who can take ownership and deliver timely resolutions, so share those success stories with us!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Anchor
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows OS, M365, and Azure/Entra ID. Be ready to discuss specific scenarios where you've resolved complex IT issues, as this will show your expertise and problem-solving skills.
✨Showcase Your Customer Service Skills
Since this role is all about providing high-quality support, think of examples where you've gone above and beyond for a colleague or customer. Highlight your exemplary personal behaviours and how they contributed to a positive outcome.
✨Familiarise Yourself with ITIL and ServiceNow
Understanding ITIL processes and having experience with ServiceNow is crucial. Prepare to discuss how you've applied these principles in your previous roles, particularly in managing incidents and improving service delivery.
✨Demonstrate Your Problem-Solving Approach
Be ready to talk about your troubleshooting process. Share specific instances where you've identified root causes and implemented solutions, as well as any improvements you've made to existing processes. This will show your proactive mindset and ability to drive continuous improvement.
