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For Companies At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues in a dynamic team environment.
- Company: Join a leading insurance firm with a focus on innovation and teamwork.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Why this job: Make a real difference by helping users solve tech challenges every day.
- Qualifications: Experience in 2nd-Line support and strong knowledge of Windows and Microsoft 365.
- Other info: Flexible working hours and potential travel opportunities within the UK and abroad.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Reports to: Service Desk Manager
Direct reports: NA
Working arrangements: 35 hours (shift based between 07:30 and 18:30), hybrid, Monday–Friday, London
Role Objective
Working as part of a 7‑person team, we are looking for a technically skilled and customer‑focused 2nd‑Line Service Desk Analyst. The successful candidate will be responsible for delivering high‑quality technical support across our Windows and Microsoft 365 environments either in person, via phone or remotely, ensuring incidents and requests are handled efficiently and professionally. The Service Desk Analyst will log clear and detailed tickets in ServiceNow and collaborate with 3rd‑Line resolver teams on more complex technical issues.
Responsibilities
- The nature of the appointment is that tasks and responsibilities are, in many cases, unpredictable and varied. The Service Desk Analyst is expected to work flexibly when the requirement presents itself. Some tasks may not be specifically detailed in either this job description or the signed contract.
- The Service Desk Analyst must also be willing to travel within the UK and overseas if required. Any frequent additional tasks will be added to the job description in consultation with the post holder.
Technical Support
- Provide 2nd‑line support for Windows 11, desktop hardware, peripherals, and core business applications
- Troubleshoot and resolve issues related to Microsoft 365, including Outlook, Teams, SharePoint and user administration
- Support user and device management tasks within Azure/Active Directory/2FA
- Diagnose network‑related issues (DNS, DHCP, connectivity, VPN) and escalate where appropriate
- Support mobile device management solutions where applicable
- Assist with basic server and infrastructure troubleshooting before escalation
Ticket Management
- Log high‑quality, detailed tickets in ServiceNow (experience in SNOW beneficial but not essential)
- Ensure incidents, service requests and problems are recorded with clear notes on actions taken, diagnosis, outcomes and next steps
- Maintain accurate, user‑friendly updates to ensure users and resolver groups have full visibility of progress and can easily understand timelines on both updates and resolution
- Prioritise workload effectively to meet SLAs
- Communicate clearly and confidently with both technical and non‑technical stakeholders
- Contribute to knowledge articles, process improvements and documentation
User Support
- Deliver excellent customer service, ensuring users feel supported and informed throughout the resolution process
- Provide remote and desk‑side assistance across the business that is supportive of non‑technical individuals
- Support onboarding and off‑boarding activities, including device builds, account creation and configuration, department moves and leaver requests
Experience
- Strong understanding of ITIL principles (incident, request and problem lifecycle)
- Proven experience in a 2nd‑Line or advanced 1st‑Line role
- Strong knowledge of Windows 11 troubleshooting
- Experience supporting O365 applications
- Experience troubleshooting and supporting Android/iOS devices
- Strong understanding of Azure Active Directory and Entra
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, WiFi)
- Excellent communication and customer‑service skills
- Ability to document issues clearly and follow defined processes
- Experience using ServiceNow or a similar ITSM tool
- Exposure to Intune or other mobile device management platforms
- Experience working with 3rd‑Line or resolver groups
- Capable of handling demanding tasks from VIP users
Personal Attributes
- Logical thinker with strong troubleshooting ability
- Calm under pressure and able to manage multiple priorities
- Takes ownership and follows issues through to resolution
- Collaborative, approachable and proactive
Additional Information
- Seniority level: Associate
- Employment type: Full‑time
- Job function: Information Technology
- Industries: Insurance
Service Desk Analyst employer: Thomas Miller
Contact Detail:
Thomas Miller Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network, network, network! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews like a pro! Research common questions for 2nd-Line roles and practice your responses. Make sure you can showcase your troubleshooting skills and customer service experience with real-life examples.
✨Tip Number 3
Don’t forget to follow up after interviews! 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.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining our team. It shows initiative and helps us get to know you better right from the start.
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 11, Microsoft 365, and any relevant ITIL knowledge. We want to see how your skills match 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 passionate about providing excellent customer service and how your technical skills make you a great fit for our team. Keep it friendly and professional!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky technical issues in the past. We love seeing candidates who can think logically and troubleshoot effectively, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Thomas Miller
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11 and Microsoft 365 applications. Be ready to discuss troubleshooting techniques and share examples of how you've resolved issues in the past. This will show that you're not just familiar with the tech, but that you can handle real-world problems.
✨Master Ticket Management
Familiarise yourself with ServiceNow or similar ITSM tools. During the interview, be prepared to explain how you would log detailed tickets and manage incidents effectively. Highlight your understanding of SLAs and how you prioritise tasks to meet them.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent support, think of examples where you've gone above and beyond for a customer. Be ready to demonstrate your communication skills and how you keep users informed throughout the resolution process.
✨Be Flexible and Proactive
The job requires adaptability, so come prepared to discuss how you've handled unpredictable tasks in previous roles. Share instances where you've taken ownership of an issue and followed it through to resolution, showcasing your proactive approach.
