Service Desk Analyst (Second Line)

IT Service Desk Analyst (2nd Line) | 6-Month Contract

We're looking for an experienced IT Service Desk Analyst (Level 2) to join a fast-paced global IT team on an initial 6-month contract. You'll provide advanced technical support across end-user devices, Microsoft 365, identity management, hardware, applications, and collaboration tools, ensuring employees have the technology and support they need to succeed.

What You'll Do

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• Resolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applications
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• Own escalated tickets through to resolution, meeting SLAs and delivering excellent customer service
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• Support onboarding, offboarding, hardware provisioning, software deployment, and access management
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• Collaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issues
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• Provide guidance to Level 1 analysts and contribute to knowledge sharing and process improvement
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• Maintain accurate documentation and work within a compliance-focused environment
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What We're Looking For

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• 3+ years' experience in IT Service Desk, Desktop Support, or End User Support
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• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devices
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• Experience with Active Directory, Entra ID, LDAP, and identity management
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• Knowledge of endpoint management, device lifecycle management, and vulnerability remediation
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• Excellent communication skills and a customer-first approach
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• Experience working within global or regulated environments is highly desirable
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Contract Details

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• Role: IT Service Desk Analyst (Level 2)
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• Contract: 6 Months
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• Start: ASAP
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• Location: Sheffield 5 days on-site
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If you're a hands-on IT support professional who enjoys solving complex technical issues and delivering a first-class user experience, please apply to Lina Hayward Hojaij using the links provided.