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- Tasks: Provide advanced technical support and resolve complex IT issues.
- Company: Join a dynamic team in a collaborative, high-performing environment.
- Benefits: Competitive salary, career progression, and opportunities for mentoring.
- Why this job: Make a real impact by solving challenging technical problems.
- Qualifications: Experience in 2nd Line support and strong problem-solving skills.
- Other info: Great chance to grow your career while helping others succeed.
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 of the 2nd Line Service Desk Analyst:
- 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 required from our 2nd Line Analyst:
- 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, 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:
- Attention to detail
- Organisational awareness
- Adaptability
- Strong communication skills
- 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 Preston 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 Preston
✨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 interviews by practising common questions and scenarios related to 2nd Line support. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled complex technical issues in the past. This will demonstrate your analytical abilities and fit for the role.
✨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 2nd Line, Service Desk Analyst in Preston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 2nd line support experience and any relevant skills mentioned in the job description. We want to see how your background aligns with our needs, 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 the perfect fit for this role. Share specific examples of how you've solved complex technical issues and contributed to team success in the past.
Show Off Your Problem-Solving Skills: In your application, highlight your analytical and problem-solving abilities. We love candidates who can think on their feet and tackle challenges head-on, so give us some examples of how you've done this in previous roles.
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 serious about joining our team!
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 service improvement initiatives.
✨Communicate Clearly
Since strong communication skills are key for this role, practice explaining technical concepts in simple terms. You might be asked to describe how you would communicate a solution to a non-technical colleague or customer, so think about how to make your explanations clear and concise.
✨Be a Team Player
Demonstrate your ability to work collaboratively by sharing experiences where you’ve mentored others or contributed to team success. Highlight any instances where you’ve built strong working relationships across teams, as this is crucial for the role.