Second Line Service Desk
5 days a week onsite - Central London
We're looking for a hands on 2nd Line IT Analyst to join a small, collaborative IT team working for an architecture and design practice, providing support to users across UK and international offices. You'll act as an escalation point for technical issues, deliver excellent user support, and help maintain a stable and secure IT environment.
Key Responsibilities
- Provide 2nd line support for desktops, laptops, mobile devices, printers, and business applications.
- Troubleshoot issues across Windows 11, Microsoft 365, Active Directory, and Windows Server.
- Support users both onsite and remotely, ensuring tickets are resolved within agreed service levels.
- Assist with hardware deployments, software upgrades, user onboarding, and IT projects.
- Support meeting room technology and occasional company events.
- Mentor and provide guidance to a 1st Line Support Apprentice.
- Assist with Intune, endpoint management, security, patching, and networking issues including DNS, DHCP, VPN, and WiFi.
- Contribute to process improvements, documentation, and automation initiatives.
Skills & Experience
Essential
- Experience in a 2nd Line IT Support role.
- Strong knowledge of Windows 11, Microsoft 365, Active Directory, and Windows Server.
- Solid troubleshooting skills across hardware, software, and networking.
- Experience using ticketing/ITSM systems.
- Excellent communication skills and a customer focused approach.
- Comfortable supporting users at all levels, including senior stakeholders.
Desirable
- Intune and Mobile Device Management experience.
- PowerShell scripting.
- Microsoft, CompTIA, Cisco, or similar certifications.
About You
You'll be a personable and proactive IT professional who enjoys solving technical problems and supporting users face to face. You will thrive in a small team environment, remain calm under pressure, and be happy mentoring junior colleagues while delivering a high standard of service.