2nd Line Technical Support Analyst
Posted 3 days 7 hours ago by Service Care Solutions Ltd
Permanent
Full Time
Temporary Jobs
London, United Kingdom
Job Description
Job Title - 2nd Line Technical Support Analyst (Desktop Support)
Location - London SE1
Contract - 3 months temporary
Hours - 35 hours per week
Working arrangement - Full time in office
Salary - £29.85 per hour LTD
Role Summary -We are seeking an experienced 2nd Line Technical Support Analyst to deliver a responsive, efficient, and customer-focused IT support service. You will handle escalations from the Service Desk, manage incidents, problems, and requests within SLA, and ensure excellent service delivery-particularly to VIP users. This role also includes covering the Service Desk when required and working closely with other technology teams to maintain outstanding customer satisfaction.
Key Responsibilities:
If you require any additional information regarding the position, please call George at Service Care Solutions on
or send an email to
Location - London SE1
Contract - 3 months temporary
Hours - 35 hours per week
Working arrangement - Full time in office
Salary - £29.85 per hour LTD
Role Summary -We are seeking an experienced 2nd Line Technical Support Analyst to deliver a responsive, efficient, and customer-focused IT support service. You will handle escalations from the Service Desk, manage incidents, problems, and requests within SLA, and ensure excellent service delivery-particularly to VIP users. This role also includes covering the Service Desk when required and working closely with other technology teams to maintain outstanding customer satisfaction.
Key Responsibilities:
- Act as the point of contact for Service Desk escalations, ensuring timely resolution of incidents, problems, and requests within SLA.
- Deliver excellent customer service, especially to VIPs, promoting a high degree of teamwork and satisfaction.
- Process hardware, software, starter, leaver, and change requests in line with procedures.
- Maintain confidentiality and enforce IT security policies.
- Own and manage the software patching process for the desktop estate.
- Identify opportunities for automation to improve efficiency.
- Support Disaster Recovery procedures and project-related activity as required.
- Maintain accurate asset records and liaise effectively with other teams.
- Proven experience in a 2nd Line IT support role, ideally within a desktop support environment.
- Strong knowledge of incident, request, and problem management within SLA frameworks.
- Excellent customer service skills and ability to communicate clearly.
- Understanding of IT security principles and asset management.
- Ability to manage multiple priorities and work well under pressure.
- Experience supporting VIP users is desirable.
If you require any additional information regarding the position, please call George at Service Care Solutions on
or send an email to