Service Desk Analyst
Service Desk Analyst (2nd Line) - London Market Insurance
£40,000 - £50,000 | London | Hybrid
A well-established London Market insurer is looking for a technically capable, customer-focused 2nd Line Service Desk Analyst to join its IT Service Desk team.
This is a hands-on role for someone who enjoys owning issues end-to-end, working across Windows 11 & Microsoft stack, & collaborating closely with 3rd line team to drive fast, high-quality resolutions.
The Role:
A high-ticket environment the expectations will be on you to take responsibility for seeing issues through to resolution, & ensure users receive clear & timely updates. Strong communication skills are essential, as you will be supporting users with varying levels of technical understanding across all areas of the business.
Key responsibilities:
- Handle escalated desktop & application issues & see them through to resolution
- Support Microsoft 365 day to day (Outlook, Teams, SharePoint) & troubleshoot common user problems
- Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
- Diagnose connectivity issues (VPN, Wi-Fi, general network problems) & escalate where needed
- Support iOS/Android devices & assist with MDM-related queries where applicable
- Keep tickets & user updates clear & accurate within the ITSM tool
- Manage workload & priorities to meet SLAs & maintain a strong user experience
- Update & improve support documentation & knowledge articles
- Assist with joiners/leavers activity, device builds & equipment handovers
- Support a range of users, including VIPs, with clear & professional communication
Skills & Experience Required:
- Proven experience in a 2nd line (or advanced 1st line) service desk environment
- Strong Windows 11 troubleshooting capability
- Strong Microsoft 365 support experience
- Experience supporting Android/iOS devices
- Good knowledge of Azure AD / Entra, AD, & 2FA
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
- Excellent communication skills & a customer-first mindset
- Strong documentation habits & ability to follow defined processes
- ServiceNow (or similar ITSM tool) experience
- Intune / MDM exposure
Why apply?
- Hybrid working with a structured shift rota
- 2nd line workload with genuine ownership & visibility
- Opportunity to influence service quality through documentation & continuous improvement
If you're a proactive 2nd line engineer who takes ownership, communicates well, & thrives in a busy professional environment, this is a strong next move.
We are looking to begin interviews immediately so apply now or contact me Brushoth: brushoth@pioneer-search.com
