Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support and build strong client relationships through effective communication.
- Company: Join Smartdesc, a dynamic IT service provider focused on non-profits.
- Benefits: Competitive salary, training opportunities, and a supportive team environment.
- Why this job: Make a real difference in the non-profit sector while developing your IT skills.
- Qualifications: 2+ years in IT support, strong communication, and problem-solving skills required.
- Other info: Enjoy a flat management structure and opportunities for career growth.
The predicted salary is between 29000 - 35000 £ per year.
IT Support Analyst (2nd line) based in Denmark Hill, London. Full-time position with a salary of £34-38k. Eligibility: You must be eligible to work in the UK.
The 2nd Line engineer role is an extremely important customer-facing role at Smartdesc. You will represent the business through daily telephone and video communication with the client and will develop and build strong trusted relationships by providing excellent IT support through regular communication and customer service. You will be responsible for remote and on-site service desk support services to our London-based client.
Responsibilities:
- Resolving IT issues and malfunctions
- Assistance with Projects & Migrations
- Creating documentation and guides
Smartdesc places a strong emphasis on being proactive as well as providing a high-quality service, setting us apart from our competitors. To achieve this, you will work with colleagues to help deliver IT improvements and recommendations throughout our clients. The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to take ownership of issues and requests and see them through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated through written or verbal updates. All issues and service requests are raised through a ticketing system. The engineer is responsible for managing and prioritising their own tickets and workload, while also ensuring adherence to SLA response and resolution deadlines. Smartdesc engineers stay in contact via VoIP handsets, Teams telephony, and Microsoft Teams, with the ability to work from anywhere with an internet connection.
The successful candidate will have experience working on a Service Desk to KPIs and SLAs and will be familiar with IT Service Management systems to log tickets and communicate with customers. Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast-growing young company.
Experience and Non-technical Skills:
- A minimum of two years experience in a similar role
- Proficient in verbal and written English
- Experience working as part of a busy team and keeping a constant dialogue flowing
- Able to follow defined processes such as Change Management & Knowledge Management
- A commitment to knowledge sharing and clear, detailed documentation
- Can work to strict SLAs, project plans and KPIs
- Welcoming, personable, articulate, literate, conscientious
- Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques openly to build trust with colleagues and customers
- The ability to explain technical concepts in lay terms without being patronising
- The ability to multi-task and manage time under pressure
- Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently
- Ability to spot opportunities and improvements that will benefit the end user experience and take this forward with senior colleagues via suggestions and recommendations
- Experience working for the non-profit sector is an advantage
Technical Skills:
- Strong ability to fault find and problem solve under pressure, remotely using various toolsets
- Experience working as a remote IT Support Engineer
- Strong working knowledge of Microsoft 365 both on premise and cloud
- Working knowledge of Microsoft Azure including Remote Desktop Services
- Working knowledge of Microsoft technologies Server / Exchange / Active Directory
- Knowledge of security technologies and toolsets such as monitoring & Bitdefender
- Knowledge of networking infrastructure LAN / WAN / DNS / Firewalls etc
About Smartdesc:
Smartdesc, part of the Academia Group, is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits. We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management - tailored to non-profits and delivered through proactive partnerships with our customers. Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, support training and certifications, and have a growing and exciting atmosphere. This means staff stay with us for years because we invest in them. We are a flat management structure with autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never pigeonholed into one single area. Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc delivers ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc's ethos and share our values. Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year.
Onsite IT Support Analyst (2nd line) employer: Smartdesc
Contact Detail:
Smartdesc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite IT Support Analyst (2nd line)
✨Tip Number 1
Get to know the company before your interview! Research Smartdesc, their values, and the kind of projects they work on. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about building relationships and providing excellent customer service, make sure you can explain technical concepts in simple terms. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you resolved IT issues under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Onsite IT Support Analyst (2nd line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Onsite IT Support Analyst role. Highlight your relevant experience, especially in customer service and technical skills, to show us you’re the right fit for our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to work with us at Smartdesc and how your skills align with our mission of providing top-notch IT support to non-profits.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application reflects your strong communication skills. Keep it clear, concise, and professional – we love a good chat, but clarity is key!
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 don’t miss out on any important updates from us!
How to prepare for a job interview at Smartdesc
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Azure, and networking. Be ready to discuss how you've solved IT issues in the past and be prepared for some technical questions that might come your way.
✨Show Off Your Customer Service Skills
Since this role is customer-facing, think of examples where you've provided excellent support. Highlight your ability to communicate complex tech concepts in simple terms and how you've built trust with clients in previous roles.
✨Be Proactive and Solution-Oriented
Smartdesc values a proactive approach, so come prepared with ideas on how you can improve IT services. Think about past experiences where you've identified issues before they became problems and how you took initiative to resolve them.
✨Master the Art of Time Management
With the need to manage multiple tickets and adhere to SLAs, demonstrate your time management skills. Share specific strategies you use to prioritise tasks and ensure timely resolutions, showing that you can handle pressure effectively.
