CrawlJobs Logo

2nd Line Service Desk Analyst

foxtons.co.uk Logo

Foxtons

Location Icon

Location:
United Kingdom , Worcester

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

27000.00 GBP / Year
Save Job
Save Icon
Apply Position

Job Description:

We are looking for an enthusiastic and customer-focused IT Support Engineer to join our Service Desk team in our Worcester office, as well as delivering on-site assistance to our branches.

Job Responsibility:

  • Act as the first point of contact for technical issues raised across the business
  • Provide support via phone, email, and our ticketing system
  • Deliver on site assistance to our Foxtons front offices
  • Ensure our staff have the tools, systems, and hardware they need to work effectively
  • Contribute to the smooth running of our IT operations

Requirements:

  • Enthusiastic and customer-focused
  • Provide timely resolutions to user issues via phone, email, and ticketing system
  • Administer and manage user accounts and permissions within Active Directory
  • Support and troubleshoot in house CRM software
  • Deliver a high standard of professional customer service both remotely and face to face
  • Accurately log and document all issues, actions, and resolutions
  • Manage and administer mobile devices and the telephony network
  • Identify trends through data analysis to support effective Problem Management
  • Liaise with external vendors and third party providers when necessary
  • Escalate issues and collaborate closely with internal teams, including Development Support and Infrastructure
  • Build, configure, and deploy laptops and end user hardware
  • Diagnose, triage, and resolve hardware issues across laptops, desktops, peripherals, and network devices
  • Perform routine hardware maintenance, upgrades, and component replacements to ensure optimum performance
What we offer:
  • Industry-leading technology
  • Top-tier training
  • Help to become ARLA qualified
  • Fast track to great incentives and promotions

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Foxtons - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for 2nd Line Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst acts as the first point of contact for all IT related q...
Location
Location
United Kingdom , Liverpool
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous experience in a service desk or IT support role
  • Good understanding of networking principles and Microsoft server and desktop environments
  • Excellent diagnostic and troubleshooting skills
  • Experience using IT Service Management tools
  • Excellent communication and interpersonal skills
  • Strong problem solving skills and attention to detail
  • Relevant CompTia or MCP qualifications are desirable but not essential
Job Responsibility
Job Responsibility
  • Provide first line support via phone, email and service management tools to internal users at all levels
  • Log, prioritise, and track all incidents and service requests through to resolution or escalation
  • Troubleshoot and resolve hardware, software, and connectivity issues
  • Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user
  • Assist senior colleagues in the diagnosis and resolution of server and network faults
  • Perform regular system health checks to ensure continuous system operation
  • Deliver excellent customer service, ensuring end users are kept informed throughout the support process
  • Adhere to service level agreements (SLAs) and key performance indicators (KPIs)
  • Participate in regular team meetings and contribute to service improvement initiatives
What we offer
What we offer
  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • Holiday buy and sell
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan – claim back dental / physio / optical appointments
  • My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
Read More
Arrow Right
New

2nd Line Service Desk Analyst

We are working with an eminent Law Firm looking to engage someone to join their ...
Location
Location
United Kingdom , Manchester
Salary
Salary:
Not provided
eutopiaonline.com Logo
Eutopia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in offering technical support within a Legal / Law or similar formal professional services environment
  • Strong troubleshooting and problem-solving skills
  • Confident in communicating with users at all levels and able to evidence excellent customer care skills
Job Responsibility
Job Responsibility
  • Providing remote first- and second-line support – applications and systems include O365, Windows 10, Adobe Acrobat, iManage, Litera Change Pro, Intapp Time (DTE) and others
  • As part of a Global team handling escalations from Technology teams across other geographical locations and logging, tracking and managing support requests using ServiceNow
  • Providing remote access support, including VPN, VDI, and wireless connectivity
  • Supporting mobile collaboration tools, including BlackBerry Work apps
  • Troubleshooting and supporting end-user hardware, including desktops, laptops, printers, smartphones, multi-function devices, and Cisco phones
Read More
Arrow Right

2nd Line Support Analyst / Solutions Engineer

A rapidly growing IT services provider delivering innovative solutions and first...
Location
Location
United Kingdom , Surrey
Salary
Salary:
35000.00 - 40000.00 GBP / Year
dynamicsearch.co.uk Logo
Dynamic Search Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 2 years’ experience in IT support or a technical services role
  • Excellent communication skills with a customer-focused approach
  • Strong knowledge of Microsoft technologies (Windows Server 2012-2022, Windows 10/11, Active Directory/Azure AD, M365, Exchange)
  • Experience with server and desktop hardware, virtualisation (VMware/Hyper-V), networking (Cisco/Meraki), and backup/disaster recovery solutions
  • Familiarity with service desk and monitoring tools
  • ITIL Foundation or equivalent service management knowledge
Job Responsibility
Job Responsibility
  • Provide 2nd line technical support and assist 1st line colleagues when required
  • Troubleshoot and resolve issues across servers, desktops, networking, and cloud environments
  • Respond to support tickets, calls, emails, and monitoring alerts in line with SLAs
  • Support system upgrades, implementations, and service improvements
  • Maintain accurate technical documentation and update ticketing systems
  • Deliver clear and timely communication to clients on progress and resolutions
  • Support internal staff with IT requirements and system administration
  • Participate in the on-call rota and shift coverage (core hours: 08:00-18:00)
What we offer
What we offer
  • Hybrid working model with flexibility
  • Exposure to a wide range of technologies
  • Ongoing training and professional development opportunities
  • Collaborative, service-focused working environment
  • Fulltime
Read More
Arrow Right

Technical Analyst

As an Analyst in our Infrastructure team, you will be the first point of contact...
Location
Location
United Kingdom , Manchester
Salary
Salary:
Not provided
ans.co.uk Logo
ANS Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Working knowledge of VMware and/or SAN Storage Technologies is desirable
  • Working understanding of computer architecture, networking, virtualisation, storage, backup, disaster recovery and operating system concepts is ideal but not essential
  • Ability to multi-task and be creative and innovative in a dynamic, fast-paced team environment
  • Previous experience in a service desk/ IT support environment
Job Responsibility
Job Responsibility
  • Manage customer tickets both technically and procedurally via ANS Support channels in line with defined SLAs and KPIs
  • Understand, maintain, and deliver on the current service desk procedures, including daily infrastructure checks
  • Manage own workload, prioritise efficiently, and assist team members when necessary
  • Monitoring and responding to alerts. Recognise patterns with alerts to identify potential incidents
  • Assisting sales, account managers and CSMs with client escalations
  • Understanding, delivering, and supporting our core IT products and services
  • Contributing to internal documentation
  • Contributing to Daily Stand-up and team meetings
  • Escalating tickets to our 2nd and 3rd line engineers
What we offer
What we offer
  • 25 days’ holiday, plus you can buy up to 5 more days
  • Birthday off
  • An extra celebration day
  • 5 days’ additional holiday in the year you get married
  • 5 volunteer days
  • Private health insurance
  • Pension contribution match and 4 x life assurance
  • Flexible working and work from anywhere for up to 30 days per year (some exceptions)
  • Maternity: 16 weeks’ full pay
  • Paternity: 3 weeks’ full pay
Read More
Arrow Right

IT Support Analyst

We are looking for an experienced IT Support Analyst to provide first, second an...
Location
Location
United Kingdom , Manchester
Salary
Salary:
55000.00 - 60000.00 GBP / Year
consult.energy Logo
Consult Energy UK
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years’ experience in an IT support or service desk role
  • Strong hands-on experience with: Microsoft 365, Microsoft Azure, Entra ID object types and access management, MFA and Conditional Access, Microsoft Intune
  • Experience supporting Windows endpoints and mobile devices
  • Familiarity with ITIL and helpdesk tools
  • Knowledge of Active Directory, Group Policy, DNS/DHCP
  • Strong troubleshooting, communication, and customer service skills
Job Responsibility
Job Responsibility
  • Deliver 1st, 2nd and 3rd line IT support to end users
  • Administer Microsoft Office 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Manage Azure and Entra ID (Azure AD) users, groups, devices, and access policies
  • Support identity and access management, including MFA and Conditional Access
  • Administer Microsoft Intune for device compliance, application deployment, and Autopilot
  • Build, configure, and support Windows 10/11 end-user devices
  • Manage joiners, movers, and leavers processes
  • Maintain IT asset records and documentation
  • Liaise with suppliers and escalate issues as required
  • Fulltime
Read More
Arrow Right

IT Operations Associate

Clue Software is looking for a proactive, solutions-focused IT Support Analyst t...
Location
Location
United Kingdom , Bristol
Salary
Salary:
30000.00 GBP / Year
cluesoftware.com Logo
Clue Software
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Background in IT support, service desk, or IT analyst roles, with strong troubleshooting skills across end‑user devices, Microsoft 365, and common workplace tech issues
  • Working knowledge of Microsoft 365 administration (accounts, permissions, security groups, collaboration tools)
  • Experience supporting laptops, mobile devices, and general office hardware/software
  • Ability to document processes, create knowledge base content, and follow structured support procedures
  • Awareness of cyber security best practices, including access control, MFA, endpoint protection, and data security
  • Exposure to Power Automate or similar workflow/automation tools, with a desire to develop automation skills further
  • Strong organisational skills, attention to detail, and ability to manage shifting priorities
  • Clear, effective communication and collaborative working style
  • Proactive mindset, with a passion for continuous improvement, problem solving, and learning new technologies
Job Responsibility
Job Responsibility
  • Provide 1st and 2nd line IT support to users across the business, resolving issues in a professional, clear and timely manner
  • Troubleshoot hardware, software, laptop, mobile device, printer and basic network connectivity issues, escalating more complex cases where appropriate
  • Support the administration of Microsoft 365 services including Exchange Online, Teams, SharePoint and user account management
  • Assist with onboarding and offboarding activities, including account creation, permissions, access changes and device setup
  • Deploy, configure and maintain end-user devices, including laptops and mobile devices
  • Support the build and rollout of devices using tools such as Microsoft Intune and Autopilot where applicable
  • Manage IT assets, stock control and equipment lifecycle processes
  • Maintain accurate technical documentation, knowledge base articles, guides and standard operating procedures
  • Support testing of hardware, software and configuration changes to help minimise disruption to the business
  • Assist with routine site and office IT support tasks, including basic network, Wi-Fi and connectivity troubleshooting
  • Fulltime
Read More
Arrow Right

Support Analyst

The 1st / 2nd Line Support Analyst will be part of a new team and will provide p...
Location
Location
United Kingdom , London
Salary
Salary:
30000.00 - 32500.00 GBP / Year
bostonhale.com Logo
Boston Hale
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Hands-on experience managing customer issues through a ticketing solution (Freshservice or a similar ITSM tool)
  • Desktop Support (Windows 10/11 & MacOS)
  • Laptop deployment
  • OKTA
  • O365/Exchange administration tasks
  • Active Directory/Azure Active Directory admin
  • Microsoft InTune
  • AV meeting room setup and support
  • Microsoft Office application including Teams/Zoom
  • Basic working knowledge of networking & DNS
Job Responsibility
Job Responsibility
  • Provide phone support as well as hands-on, desk-side systems support for all end user issues across multiple locations
  • Provide end-to-end support for end user issues, from hands-on work to the co-ordination of other IT support teams including setting up starters and leavers, infrastructure and application groups
  • Responsible for the installation, configuration, and troubleshooting of all end user hardware, software and related peripherals including desktops, laptops, printers, MFD's and all mobile devices
  • Responsible for providing technical assistance and end user support
  • Must deliver exemplary customer service to all users
  • 50:50 1st Line : 2nd Line support tasks
What we offer
What we offer
  • 25 days of holiday to start and one extra day per year until you max out at 30 days
  • 1 floating holiday on top of this
  • 6 extra summer days off over summer
  • 8 extra wellness days (these are not sick days) that we can use for almost anything
  • We usually shut down over Christmas for a week
  • Potential for a 7.5% performance based bonus (Company plus individual performance)
  • Fulltime
Read More
Arrow Right
New

Technician, General Facilities Maintenance

Performs routine preventive maintenance to ensure safety proper functionality an...
Location
Location
United States of America , Queensbury
Salary
Salary:
19.00 - 35.00 USD / Hour
walmart.com Logo
Walmart
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Vocational or Technical certification and 3 years' experience in one of the following trades: plumbing, electrical, material handling equipment, or related trade or 5 years' experience in one of the following trades: plumbing, electrical, material handling equipment, or related trade
  • Valid Driver's License
  • Eligible for a Commercial Driver's License (CDL)
Job Responsibility
Job Responsibility
  • Performs routine preventive maintenance to ensure safety proper functionality and aesthetics of facilities equipment or fixtures
  • Performs major and minor repairs on facilities equipment or fixtures
  • Manages work orders maintenance schedules and contractors
  • Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans
  • Provides and supports the implementation of business solutions
  • Models compliance with company policies and procedures
What we offer
What we offer
  • Medical, vision and dental coverage
  • 401(k), stock purchase and company-paid life insurance
  • PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting
  • Short-term and long-term disability
  • Company discounts
  • Military Leave Pay
  • Adoption and surrogacy expense reimbursement
  • Live Better U education benefit program
  • Fulltime
Read More
Arrow Right