We are looking to appoint a Tier 2 Service Desk Analyst to join our Service Desk Team in supporting our clients in the education sector.
Location: Office based - M27 6DB
Role Summary
A Tier 2 Service Desk Analyst delivers advanced technical support for education sector clients in a Managed Service Provider setting. Key duties include resolving escalated incidents, providing technical assistance to Tier 1 colleagues, and ensuring clear customer communication. The role also involves remote and possible on-site support
Key Responsibilities
- Own and resolve Tier 2 incidents and service requests in line with SLAs
- Provide technical escalation support and mentoring to Tier 1 analysts
- Deliver remote and on-site technical support and implementation activities
- Maintain clear communication with customers throughout incident lifecycles
- Contribute to problem management, root cause analysis, and service improvement
- Maintain accurate ticket updates, documentation, and knowledge base content
- Adhere to formal change management and governance processes
Essential Skills and Experience
- Experience in a Tier 2 technical support role, ideally within an MSP environment
- Strong troubleshooting and analytical skills with clear ownership of issues
- Excellent written and verbal communication skills
- Strong customer service focus and professional approach
- Ability to work collaboratively and support junior colleagues
- Experience creating and maintaining technical documentation
Technical Competencies
- Windows Server (2016+), Windows 10/11
- Active Directory, Azure AD / Entra ID, Group Policy, DNS, DHCP
- Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
- Google Workspace Administration (Mail, Classroom, Drive, Calendar)
- Virtualisation platforms (VMware and/or Hyper-V)
- Endpoint and mobile device management (e.g. Intune, MDM/MAM)
- Backup, recovery, and security technologies (Redstor, AV, EDR, MFA)
- Deployment and imaging tools (e.g. MDT, SCCM, Autopilot)
Desirable Experience
- PowerShell scripting and task automation
- Experience supporting education or public sector environments
- Working knowledge of ITIL practices (Incident, Problem, Change)
- Networking fundamentals (LAN, WAN, Wi-Fi, TCP/IP)
- macOS / iOS support experience
- Experience supporting MIS systems such as SIMS
- Full UK driving licence and access to own transport
Job Types: Full-time, Permanent
Pay: £25,500.00-£34,000.00 per year
Benefits:
- Canteen
- Company pension
- Health & wellbeing programme
- On-site gym
- On-site parking
- Sick pay
Work Location: In person
