2nd Line Technical Support Analyst

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:

• 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.

Requirements:

• 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 are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966
or send an email to George.Westhead@servicecare.org.uk