Second Line Service Desk Analyst in Westbury

Second Line Service Desk Analyst

🌍 Westbury

💰 up to £39,000 per annum.

⏰ 40 hours a week, 09:00 – 17:30, with a 30 minute unpaid break

🔧 Your Role

At Rygor Group, we are looking for a customer service-focused Second Line Service Desk Analyst to join our IT team. You will provide day-to-day first- and second-line technical support across the business, helping to resolve incidents and service requests while delivering an excellent experience for colleagues and requests efficiently while developing the Service Desk's cloud capability.

Key Responsibilities:

• Provide professional first- and second-line support to colleagues across the Group, taking ownership of incidents and requests through to resolution.
• Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint and common authentication issues.
• Support Microsoft Entra ID tasks such as user access, group membership, authentication, MFA and account troubleshooting within delegated permissions.
• Support Microsoft Intune-managed devices, including device enrolment, compliance, application deployment, configuration and troubleshooting.
• Assist with endpoint security troubleshooting, including Microsoft Defender alerts and device security issues, escalating security incidents where required.
• Troubleshoot Windows laptops, desktops, peripherals, printers, mobile devices and common workplace applications.
• Assist with user onboarding and offboarding, including device preparation, account/access tasks and application requirements.
• Use the Service Desk platform to accurately log, categorise, prioritise, update and close incidents and service requests.
• Maintain clear technical notes and contribute useful resolutions and troubleshooting steps to the knowledge base.
• Identify recurring cloud, identity or endpoint issues and work with the Service Desk Lead and Infrastructure Team to improve the service.
• Assist with testing and deployment of Microsoft 365, Intune and other cloud-based changes where required.
• Support colleagues with secure working practices, MFA and other IT security controls.
• Follow change control, security, data protection and other IT policies and procedures.
• Provide clear, patient and professional support to colleagues with varying levels of technical knowledge.
• Continue developing knowledge of Microsoft cloud technologies and share useful learning with the wider Service Desk team.

Where you will add value:

Increase the Service Desk's ability to resolve cloud and endpoint issues without unnecessary escalation. This role will provide practical Microsoft cloud knowledge at the point of support, improve first-time resolution, strengthen documentation, and help the wider IT team make better use of cloud-based services.

To be successful in this role, you'll:

• Be comfortable working with Microsoft 365 as a cloud service rather than solely as a desktop application suite.
• Understand the relationship between users, identities, devices, applications and cloud services.
• Be able to troubleshoot common Entra ID, MFA, Microsoft 365 and Intune issues, recognising when escalation is required.
• Be comfortable using Microsoft administrative portals and following documented processes safely.
• Be able to learn new cloud services and changes across the Microsoft platform and apply that knowledge to day-to-day Service Desk support.
• Have an interest in automation and repeatable processes, including basic PowerShell where appropriate.

This could be a great fit for you if you:

• Have previous experience in an IT Service Desk, desktop support or technical support role.
• Have good practical knowledge of Windows 10/11 and Microsoft 365.
• Have experience using a ticketing or Service Desk system.
• Enjoy troubleshooting technical issues and taking a structured approach to problem solving.
• Can explain technical issues clearly to non-technical users and provide excellent customer service.
• Are keen to continue developing your technical skills and knowledge.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. As long as you are experienced for the role and hold the necessary qualifications, we encourage you to apply, even if you don’t feel like you meet all our requirements. We want to know about your passions, achievements, learning and growth. If this role excites you, start a conversation with us!

💙 Our Values & Behaviours

We’re looking for incredible team members who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals. You can read more about our values and the behaviours on our website.

🏆Rewarding

I am grateful. I am courageous. I am curious.

✔️Reliable

I am honest. I am attentive. I am trustworthy.

🤝Respectful
I am inclusive. I am resilient. I am kind.

💼 Application & Interview Support

If you need support with your job application, we encourage you to explore our new Career Hub—a free resource designed to help you reach your career goals. The Career Hub offers valuable guidance on crafting standout applications, excelling in interviews, and providing support for those re-entering the workforce. Additionally, you can watch, and practice example interviews to ensure you’re fully prepared to ace yours! You can access the site here.

🥳 Benefits for you

• An extra day off for your Birthday
• 23 days of annual leave per year PLUS Bank Holidays
• Four times death in service benefit.
• Internal Mentorship programme
• Working for WhatVan?’s ‘Van Dealer of the Year 2026’.
• Working for Motor Trader’s ‘Employer of the Year’.
• Working for an official Great Place to Work™️ five years running!
• Working for a workplace which champions women.
• Awarded Armed Forces Covenant Silver Award (RLS)
• Working with our award-winning team – several of our team were recognised at the MT WIMT awards and we won silver at the internal communication and engagement awards for our new starter onboarding process.
• Auto-enrolment pension.
• Self-development journal
• Rygor Group Ranked 101 in SW Business Insider’s Top 500 Companies
• Enhanced Maternity and Paternity pay policies and return to work post mat-leave policy.
• Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP and 24HR Online GP access and second Medical Opinion).
• Mental Health First Aiders.
• Reward and recognition programmes, including our annual Rygor Group Awards and opportunities to attend the Rygor Wembley box as a celebration of your hard work and dedication.
• Annual appraisals programme and progression opportunities.
• Manufacturer training and access to our in-house training.
• Long service recognition and annual leave increase after 5 years’ service.
• Rygor Auto and Rygor Service Solutions are Maintenance Provision Rating Scheme (MPRS) accredited
• Branded uniform
• Charities of the Year programme, Army Sport sponsors and community engagement initiatives

🚛 About Rygor Service Solutions

Rygor Service Solutions is part of the industry-renowned Rygor Group, which also owns Rygor Auto (an award-winning multi-franchise Dealer group, with branches across England, offering extensive coverage for customers throughout the M5, M4 and M42 corridors.)

Rygor Service Solutions is our independent fleet workshop division, specialising in full management of commercial vehicle fleets within customers premises, or totally mobile servicing solutions. We look after some of the UK’s largest fleets, including Tesco, Ocado, and Brakes. And are committed to keeping them on the road, serving their customers.

Our Group has multiple industry and network awards under our belt and provide exceptional customer service. What’s more, we are officially a Great Place to Work™️ three years on the run, meaning we really do have a great company culture which embodies our values of Rewarding, Reliable and Respectful.

✅ Hiring Process

1. 🗎 We shortlist CVs online, so make sure to include information about yourself that makes you stand out.
2. 📞 You may received a short screening call with our hiring manager or a member of our people team.
3. 🚶🏾 Come to site and meet the team, have a tour, and let’s have a chat so we can get to know each other better. Your interview will include a chat with the hiring manager and potentially an interview task.
4. 🫱🏿 🫲🏻 If your application is successful, we’ll be excited to make you an offer

⭐ Diversity, Equity, Inclusion and Belonging (DEIB)

At Rygor, we're committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are an award-winning community of professionals from all walks of life, and we believe our unique qualities should be celebrated. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise.

Support - If you need to make reasonable adjustments to our process, please let us know so we can talk about how we can best support you and make the adjustments that may be needed.

DBS: Please be advised that successful applicants to Rygor or any of our associated businesses, may be subject to satisfactory completion of a DBS check prior to joining the business.