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- Tasks: Provide 2nd line support, troubleshoot issues, and manage customer communications.
- Company: Join a dynamic team in a busy IT support environment.
- Benefits: Permanent role with competitive salary and opportunities for growth.
- Why this job: Make a real difference by solving technical challenges and supporting customers.
- Qualifications: 3+ years in Service Desk, strong troubleshooting skills, and tech-savvy.
- Other info: Work onsite in Doncaster 3 days a week with a supportive team.
The predicted salary is between 36000 - 60000 £ per year.
Role: 2nd Line Support Engineer
Location: Doncaster 3 days p/week onsite – you should be commutable to Doncaster for at least 3 days p/week for this role
Contract Type: Permanent
Overview:
We\’re hiring a 2nd Line Support Engineer for a busy environment. You\’ll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer comms, and documentation. Ideal for someone who’s sharp on detail, calm under pressure, and comfortable with multiple technologies.
Key Responsibilities:
- Handle escalated tickets from 1st line and work them through to resolution
- Prioritise and manage multiple issues to meet SLAs
- Provide desktop, server, network, and cloud support
- Keep customers updated throughout the ticket lifecycle
- Maintain accurate records in the service management system
- Liaise with 3rd parties where needed and ensure SLAs are met
- Share fixes and updates with the wider team
Required Experience:
- 3+ years in a Service Desk or Helpdesk role
- Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
- Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
- Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
- Confident working with firewalls, antivirus, and cyber security tools
- Exposure to backup/monitoring tools (e.g., Datto, PRTG)
- VOIP and telephony support
- MSP background and/or education sector experience a bonus
Skills:
- Customer-focused with a clear and professional phone manner
- Strong communicator, both written and verbal
- Able to work under pressure and switch tasks as needed
- Proactive and takes ownership of tickets from start to finish
If this sounds like you please apply now for a confidential chat, thanks!
Service Desk Analyst employer: IntaPeople: STEM Recruitment
Contact Detail:
IntaPeople: STEM Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, attend local meetups, or join online forums. You never know who might have a lead on that perfect Service Desk Analyst role.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key when discussing your troubleshooting experience and technical knowledge.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex issues in the past. This will demonstrate your ability to handle escalated tickets and keep customers happy.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can give you a better chance of standing out. Plus, it’s super easy to navigate!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with Windows OS, troubleshooting skills, and any relevant technologies. 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 the perfect fit for this role. Mention your customer-focused approach and how you handle pressure. We love seeing your personality come through!
Showcase Your Technical Skills: In your application, don’t forget to showcase your technical skills. Mention specific tools and technologies you’ve worked with, like VMware or remote desktop tools. We’re keen to know how you can contribute to our team!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it’s super easy to do!
How to prepare for a job interview at IntaPeople: STEM Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows OS, networking, and troubleshooting. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience.
✨Showcase Your Customer Service Skills
Since this role is customer-focused, prepare examples of how you've handled difficult situations with clients. Highlight your communication style and how you keep customers updated throughout the ticket lifecycle.
✨Demonstrate Your Problem-Solving Ability
Be prepared to walk through your thought process when tackling a technical issue. Interviewers love to see how you prioritise tasks and manage multiple issues, so think of a time when you successfully juggled several tickets at once.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use, or how they measure success in the role. This shows your genuine interest and helps you assess if the company is the right fit for you.