Service Desk Analyst

Thomas Miller Group; City of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading insurance firm in London seeks a 2nd Line Service Desk Analyst to provide high-quality technical support across Windows and Microsoft 365 environments. The successful candidate will log tickets in ServiceNow and assist users with various technical issues. Strong troubleshooting skills and excellent customer service abilities are essential. This full-time role offers hybrid working arrangements.

Qualifications

• Proven experience in a 2nd Line or advanced 1st Line role.
• Strong knowledge of troubleshooting Windows 11.
• Experience in supporting Android/iOS devices.

Responsibilities

• Deliver high-quality technical support across Windows and Microsoft 365.
• Log clear and detailed tickets in ServiceNow.
• Provide remote and desk-side assistance.

Skills

ITIL principles understanding

Windows 11 troubleshooting

Experience supporting O365 applications

Excellent communication skills

Customer service skills

Tools

ServiceNow

Azure Active Directory

Intune

Job description

Service Desk Analyst

Reports to: Service Desk Manager

Direct reports: NA

Working arrangements: 35 hours (shift based between 07:30 and 18:30), hybrid, Monday-Friday, London

Role Objective

Working as part of a 7 person team, we are looking for a technically skilled and customer-focused 2nd Line Service Desk Analyst to join our IT Service Desk. The successful candidate will be responsible for delivering high-quality technical support across our Windows and Microsoft 365 environments either in person, via phone or remotely. Ensuring incidents and requests are handled efficiently and professionally, the Service Desk Analyst will log clear and detailed tickets in ServiceNow and collaborate with 3rd Line resolver teams on more complex technical issues.

Main Responsibilities

It is the nature of the appointment that tasks and responsibilities are, in many cases, unpredictable and varied. The Service Desk Analyst is expected to work in a flexible way when the requirement presents itself. Some tasks may not be specifically detailed in either this job description or the signed contract. The Service Desk Analyst must also be willing to travel within the UK and overseas if required. Any frequent additional tasks will be added to the job description in consultation with the post holder.

Technical Support

• Provide 2nd line support for Windows 11, desktop hardware, peripherals, and core business applications
• Troubleshoot and resolve issues related to Microsoft 365, including Outlook, Teams, SharePoint and user administration
• Support user and device management tasks within Azure/Active Directory/2FA
• Diagnose network-related issues (DNS, DHCP, connectivity, VPN) and escalate where appropriate
• Support mobile device management solutions where applicable
• Assist with basic server and infrastructure troubleshooting before escalation

Ticket Management

• Log high-quality, detailed tickets in ServiceNow (experience in SNOW beneficial but not essential)
• Ensure incidents, service requests, and Problems are recorded with clear notes on actions taken, diagnosis, outcomes and next steps
• Maintain accurate, user-friendly updates to ensure users and resolver groups have full visibility of progress and can easily understand timelines on both updates and resolution
• Prioritise workload effectively to meet SLAs
• Communicate clearly and confidently with both technical and non-technical stakeholders
• Contribute to knowledge articles, process improvements, and documentation

User Support

• Deliver excellent customer service, ensuring users feel supported and informed throughout the resolution process
• Provide remote and desk-side assistance across the business that is supportive of non-technical individuals
• Support onboarding and offboarding activities, including device builds, account creation and configuration, department moves and leaver requests

Experience and Qualifications

• Strong understanding of ITIL principles (incident, request and problem lifecycle)
• Proven experience in a 2nd Line or advanced 1st Line role
• Strong knowledge of Windows 11 troubleshooting
• Experience supporting O365 applications
• Experience troubleshooting and supporting Android/iOS devices
• Strong understanding of Azure Active Directory and Entra
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, WiFi)
• Excellent communication and customer service skills
• Ability to document issues clearly and follow defined processes
• Experience using ServiceNow or a similar ITSM tool
• Exposure to Intune or other mobile device management platforms
• Experience working with 3rd Line or resolver groups
• Capable of handling demanding tasks from VIP users

Personal Attributes

• Logical thinker with strong troubleshooting ability
• Calm under pressure and able to manage multiple priorities
• Takes ownership and follows issues through to resolution
• Collaborative, approachable, and proactive

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology
• Industry: Insurance