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- Tasks: Provide advanced technical support and resolve complex incidents in a dynamic IT environment.
- Company: Join a collaborative team focused on continuous improvement and exceptional service.
- Benefits: Competitive salary, professional development, and opportunities for career progression.
- Why this job: Make a real impact by solving challenging technical problems and mentoring others.
- Qualifications: Experience in 2nd Line support, troubleshooting, and strong communication skills.
- Other info: Work in a fast-paced environment with a focus on teamwork and customer satisfaction.
The predicted salary is between 30000 - 42000 £ per year.
Are you at 2nd line level, looking for a fresh challenge? Enjoy solving software and technical questions within ITIL standards? Love solving problems? We are seeking an experienced Service Desk, 2nd Line Analyst to provide advanced technical support and act as a key escalation point for our Service Desk team. In this role, you will investigate and resolve complex technical incidents, work closely with DevOps and third-party suppliers, and ensure issues are driven through to full resolution. You will also play an active role in mentoring colleagues and contributing to continuous service improvement initiatives. This is an excellent opportunity for a technically capable, solution-focused professional who thrives in an SLA-driven environment.
Key Responsibilities:
- Act as an escalation point for 1st Line analysts and see complex issues through to resolution
- Perform problem management including trend analysis and root cause investigation
- Troubleshoot and resolve software and hardware incidents
- Provide effective solutions and workarounds
- Install, maintain and support applications
- Liaise with third-party suppliers to resolve customer issues
- Contribute to knowledge base articles, policies, processes and procedures
- Support Service Desk Team Managers with operational activities
- Mentor and train Service Desk team members
- Ensure compliance with internal standards, SLAs and procedures
- Maintain accurate and detailed ticket documentation
Key Skills & Experience:
- Minimum 12 months’ experience supporting pharmacy software (desirable)
- Strong 2nd Line support experience in an SLA-driven environment
- Experience in troubleshooting LAN/WAN connectivity issues
- Knowledge of switches, routers and firewalls
- 2nd Line SQL support experience including query troubleshooting, database performance analysis, and routine maintenance tasks
- Experience liaising with third-party suppliers and internal stakeholders
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to prioritise and manage multiple incidents effectively
- ITIL framework knowledge (preferred)
- Experience with service management and remote support tools
ISO 27001 Responsibilities:
- Adhere to information security policies and procedures
- Maintain confidentiality, integrity and availability of information
- Report security risks or breaches promptly
- Support the organisation’s ISMS in daily activities
ISO 9001 Responsibilities:
- Follow Quality Management System processes
- Ensure accurate and consistent ticket logging
- Identify opportunities for service improvement
Core Competencies:
- Organisational awareness
- Compliance-focused mindset
Who we are seeking:
- Takes ownership of escalated issues
- Works independently while contributing to team success
- Has a proactive, solution-focused approach
- Builds strong working relationships across teams
- Is committed to delivering exceptional customer service
If you are an experienced 2nd Line Analyst looking to progress your career within a collaborative and high-performing environment, we would love to hear from you. Apply now to be considered.
2nd Line, Service Desk Analyst in Blackburn employer: GK Recruitment
Contact Detail:
GK Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line, Service Desk Analyst in Blackburn
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and join online forums. You never know who might have the inside scoop on a job opening that’s perfect for you.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your technical skills and be ready to demonstrate your problem-solving abilities. Practice makes perfect, so consider mock interviews with friends or colleagues.
✨Tip Number 3
Show off your passion for IT! When you get the chance, share your experiences and how you’ve tackled complex issues in the past. Employers love to see candidates who are genuinely excited about their work.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talented individuals like you to join our team.
We think you need these skills to ace 2nd Line, Service Desk Analyst in Blackburn
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 2nd line support experience and any relevant skills, like troubleshooting LAN/WAN issues or SQL support. We want to see how your background aligns with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about solving technical problems and how you can contribute to our team. We love seeing candidates who are proactive and solution-focused, so let that personality come through!
Showcase Your Communication Skills: Since this role involves liaising with third-party suppliers and mentoring colleagues, make sure your written application reflects your excellent communication skills. Clear and concise language will help us see that you can effectively convey complex information.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at GK Recruitment
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around 2nd line support and the specific software mentioned in the job description. Be ready to discuss your experience with troubleshooting LAN/WAN connectivity issues and SQL support, as these will likely come up during the interview.
✨Showcase Problem-Solving Skills
Prepare examples of complex incidents you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and how you’ve contributed to continuous service improvement initiatives.
✨Communicate Clearly
Since excellent communication is key for this role, practice explaining technical concepts in simple terms. You might be asked to describe how you would liaise with third-party suppliers or mentor colleagues, so think about how you can convey your ideas effectively.
✨Understand ITIL Framework
Familiarise yourself with ITIL principles, as they are crucial for this position. Be prepared to discuss how you've applied ITIL standards in your previous roles, particularly in relation to problem management and maintaining compliance with SLAs.