CrawlJobs Logo
Eutopia Logo Eutopia · IT - Software Development

2nd Line Service Desk Analyst

United Kingdom, Manchester · Job Posted May 05, 2026
Apply Position
Job Link Share

Job Description

We are working with an eminent Law Firm looking to engage someone to join their Manchester based Team. Ideally, we are looking to someone that has IT support experience within a similar Law Firm environment but experience of working within another professional services environment may be considered. They offer a “first call resolution” where possible and there is a real focus on providing a comprehensive quality service to ensure user satisfaction. You would be joining their support team on an interim basis, adopting a shift pattern of 08:00 to 18:00 Wednesday to Saturday. This condensed working week requirement is accounted for in the day rate offered. This is an onsite requirement in central Manchester.

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

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
Eutopia - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

2nd Line Service Desk Analyst

8 matching positions

2nd Line Service Desk Analyst

We are looking for an enthusiastic and customer-focused IT Support Engineer to j...
Location
Location
United Kingdom , Worcester
Salary
Salary:
27000.00 GBP / Year
foxtons.co.uk Logo
Foxtons
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
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
What we offer
What we offer
  • Industry-leading technology
  • Top-tier training
  • Help to become ARLA qualified
  • Fast track to great incentives and promotions
  • Fulltime
Read More
Arrow Right

IT Service Desk Analyst

The IT Service Desk Analyst delivers high-quality, end-to-end IT support to coll...
Location
Location
United Kingdom , Newcastle upon Tyne
Salary
Salary:
32000.00 GBP / Year
psychiatry-uk.com Logo
Psychiatry UK
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience providing 1st and/or 2nd line IT support in Microsoft-based environments
  • Strong troubleshooting skills across Windows 11 and Microsoft 365
  • Hands-on support experience with Entra ID and Intune-managed devices
  • Good understanding of networking fundamentals including IP, DNS, DHCP, Wi-Fi, VPN, and printing
  • Ability to manage multiple tickets and priorities effectively under pressure
  • Clear communication skills with a strong customer service approach
  • Knowledge of ITIL processes including incident, request, and escalation management
  • Strong attention to detail with accurate documentation practices
  • Organised, dependable, collaborative, and accountable team player
  • Curious, resilient, and committed to continuous learning and service improvement
Job Responsibility
Job Responsibility
  • Provide first-line IT support via phone, chat, walk-up, and self-service portal channels
  • Log, prioritise, manage, and resolve incidents/service requests with accurate documentation and timely escalation where needed
  • Troubleshoot Windows 11, Microsoft 365 Apps, Outlook/Exchange Online, Teams, SharePoint Online, OneDrive, VPN, printing, and connectivity issues
  • Support Priority 2 and 3 incidents, ensuring clear diagnostics, communication, and resolution tracking
  • Manage user identity and access in Entra ID (Azure AD), including password resets, MFA, licences, and group memberships
  • Support Intune and Autopilot device lifecycle activities such as provisioning, enrolment, rebuilds, replacements, and compliance remediation
  • Fulfil IT service requests including software deployment, hardware setup, mailbox/distribution list support, and Teams policy updates
  • Complete Joiner, Mover, and Leaver (JML) processes, maintaining accurate user, device, asset, and CMDB records
  • Support security operations by triaging phishing, authentication, and Defender for Endpoint alerts while following GDPR, ISO27001, ITIL, and security policies
  • Create and maintain knowledge articles, promote self-service adoption, identify recurring issues, and contribute to continuous service improvement within a Microsoft-centric environment using tools such as Jira Service Management, Intune, Entra ID, and Microsoft 365
What we offer
What we offer
  • Health Cash Plan
  • Well Hub Subscription
  • Access to an Employee Assistance Programme
  • Annual Volunteering Day
  • Enhanced Sickness and Family Leave pay
  • Length of Service Bonus
  • Work from Home allowance
  • Pension options
  • Fulltime
Read More
Arrow Right

It Service Desk Analyst

We are looking for an IT Service Desk Analyst with excellent customer service, c...
Location
Location
United Kingdom , Park Royal
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous experience working in a 1st or 2nd line support role is essential
  • Highly self-motivated with good communication and people skills
  • Strong organisational and customer service skills
  • Experience of using an ITSM tool and working with SLA and KPI measures
  • The ability to meet tight deadlines and work effectively in a fast-paced environment
  • Excellent knowledge of the use and support of MS Office applications, Microsoft 365 Admin, Azure AD, Windows 7 & 10 upwards
  • Knowledge of Android, Apple, and Windows devices
  • Knowledge of PC/Laptop builds and software installations
Job Responsibility
Job Responsibility
  • Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool
  • Take ownership of Incidents and service requests throughout their lifecycle, keeping users appropriately updated
  • Accurately diagnose, respond, and resolve Incidents and service requests in a timely fashion to achieve Service Level Agreements (SLAs)
  • Build and configure IT hardware such as laptops, desktops, and mobile devices
  • Aim to provide a first-time fix where possible
  • Escalate issues as required in line with the escalation process
  • Collaborate with other areas of the technology team with a focus on Continuous Service Improvement (CSI)
  • Provide basic IT user training
What we offer
What we offer
  • Competitive salary
  • Pension
  • 22 days annual leave plus the option to buy additional days
  • Life Assurance
  • Private Medical
  • Onsite parking
  • Fulltime
Read More
Arrow Right

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

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

IT Support Analyst

This is a high-impact opportunity for an experienced 2nd Line IT Support Analyst...
Location
Location
United Kingdom , London
Salary
Salary:
34436.00 - 41196.00 GBP / Year
arts.ac.uk Logo
University of the Arts London
Expiration Date
June 24, 2026
Flip Icon
Requirements
Requirements
  • Working in a 2nd Line IT Support role within a large enterprise or multi-site environment supporting and administering Windows and macOS environments, including OS deployment, configuration, hardware maintenance, and fault diagnosis using command line tools
  • AV support experience
  • Supporting Active Directory, DHCP, DNS, and other core infrastructure and network services
  • Working within an ITIL-aligned service environment, following incident, problem, and change management processes
Job Responsibility
Job Responsibility
  • Provide expert technical support across desktop, laptop, and enterprise systems
  • Collaborate directly with end users, academic and professional services teams, and senior stakeholders
  • Provide advanced technical support, troubleshooting complex incidents, and resolving escalated requests from the IT Service Desk
  • Contribute to deployments, system upgrades, and service improvement initiatives
  • Support day-to-day operations and inform longer-term technology decisions
  • 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

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