​Service Desk Analyst (2nd Line Support)

Location Exeter
Discipline: Customer Service, IT and Technical, Office Support
Job type: Permanent: Full Time
Salary: £25,000 - £29,000pa
Contact name: Toni Kemble

Contact email: careers@sarahwest.co.uk
Job ref: VR/164
Published: 4 days ago

Hybrid working is available, once induction is completed and you’ll be given the option to work from home for 2 days per week. The choice of which days will be yours. You will be provided with a full home office setup consisting of a desk, chair and all the tech you need to be productive at home.

£25,000 - £29,000pa

Fantastic company benefits (See below)

We’re working with a long-established Family-owned provider of IT solutions based in the Southwest who are committed to understanding their clients needs and empower them to use technology to boost performance and deliver brilliant results.


As Service Desk Analyst, your primary role will be to provide remote reactive technical support. Working closely with other team members to respond to & resolve client IT issues via telephone & email. In addition, this role will also involve progressing and/or resolving pro-active issues from our automation tools. This role will be primarily based in our Head Office in Exeter. There may be occasional requirement to travel to client sites to provide emergency support and for training purposes.


The ideal candidate will have the ability to build excellent client relationships and communicate effectively with all client staff, regardless of role or technical knowledge. Working hours are rotated from 07:30 to 16:30 to 08:30 to 17:30 Monday – Friday.


As a tight-knit team, they firmly believe in multi-skilling, so you’ll have opportunity to work closely with others to learn new skills. If you’re the ambitious type, progression opportunities include, Business Technology Consultant, Service Desk Team Leader, Technology Success Analyst, Projects Specialist are all within hands reach and full support will be offered.


Key Responsibilities:

  • Respond to & resolve client IT issues via telephone & email

  • Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues.

  • Provide regular communications of ticket progress with end users

  • Liaise with and monitor 3rd party suppliers to ensure they are progressing our client’s issues efficiently.

  • Administration of user accounts & shares.

  • Monitor and maintain backup & security software.

  • Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements.

  • Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible – reducing reactive time per ticket.

  • Ensure technical documentation of clients are up to date with any new information gathered during reactive support

  • Ensure the service desk ticketing system is always up to date and accurate with notes of all communications – yours and others.

  • Promote the benefits of our standards and best practices to all clients.

  • Communicate technical information to non-technical users in plain English

  • Gain an understanding of our client’s use of their line of business applications

  • Initial ownership of priority one incidents

You will have:

  • Have a minimum of two years’ experience as a 2nd line service desk analyst diagnosing and resolving technical issues for end users.

  • Have experience with the following technologies and systems:
    - Microsoft Windows Workstation and Server Operating systems
    - Active Directory and Group Policy Management
    - Microsoft 365
    - Server virtualisation platforms (VMWare and Hyper-V)
    - Networking equipment including Routers, Switches and Firewalls
    - Backup Solutions

  • Have good problem-solving abilities.

  • Have excellent communication and listening skills including client relationship skills & knowledge sharing skills.

  • Have Excellent telephone manner & customer service skills - Confidence working on the phones.

  • Have experience of working with third party software and hardware suppliers.

  • Have demonstrable methodical problem solving and excellent analytical skills.

  • Have a hands on approach, taking ownership of issues

  • Have the ability to work under pressure during priority incidents, communicating with all stakeholders in a timely and professional manner.

  • Have aptitude to interpret end user support requirements.

  • Work within set guidelines

  • Be committed to personal development and willing to undertake training as required by the business

  • The ability & confidence to go and find the solution to an issue that you may not have resolved before

Company Benefits:

  • 31 days annual leave, rising to 33 days

  • Your birthday off every year

  • Company subsidised pension

  • Excellent colleague and client retention

  • Learning and development scheme with opportunity to complete IT qualifications

  • Use of the latest technology

  • Discounted rates on technology products

  • Great team culture and environment

  • Summer and Christmas events

  • Established for 36 years +

  • Hybrid working environment

  • Modern offices with excellent facilities such as café, restaurant, gym, sports pitches, woodland walks – and soon to arrive leisure centre

  • Free parking

If this sounds of interest and you’ll like to learn more, give Toni a call on 01392 873813