Service Desk Analyst

15 hours ago

Doncaster, Doncaster, United Kingdom IntaPeople: STEM Recruitment Full time £40,000 - £70,000 per year

Role: 2nd Line Support Engineer

Location: Doncaster 3 days p/week onsite - you should be commutable to Doncaster for at least 3 days p/week for this role

Contract Type:
Permanent

Overview:

We're hiring a 2nd Line Support Engineer for a busy environment. You'll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer comms, and documentation. Ideal for someone who's sharp on detail, calm under pressure, and comfortable with multiple technologies.

Key Responsibilities:

  • Handle escalated tickets from 1st line and work them through to resolution
  • Prioritise and manage multiple issues to meet SLAs
  • Provide desktop, server, network, and cloud support
  • Keep customers updated throughout the ticket lifecycle
  • Maintain accurate records in the service management system
  • Liaise with 3rd parties where needed and ensure SLAs are met
  • Share fixes and updates with the wider team

Required Experience:

  • 3+ years in a Service Desk or Helpdesk role
  • Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
  • Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
  • Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
  • Confident working with firewalls, antivirus, and cyber security tools
  • Exposure to backup/monitoring tools (e.g., Datto, PRTG)
  • VOIP and telephony support
  • MSP background and/or education sector experience a bonus

Skills:

  • Customer-focused with a clear and professional phone manner
  • Strong communicator, both written and verbal
  • Able to work under pressure and switch tasks as needed
  • Proactive and takes ownership of tickets from start to finish

If this sounds like you please apply now for a confidential chat, thanks

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