2nd Line Service Desk Analyst - Bolton

Salary competitive, plus excellent benefits
Full time hours

Fleet Recruitment are working with an award-winning client based in Bolton, who are looking for a 2nd Line Service Desk Analyst to join their growing team.


Our client are a Business Systems and Managed IT services provider, with offices throughout the UK and Europe.

The Benefits


  • 25 days holiday per annum, plus bank holidays

  • Private healthcare scheme

  • Company bonus scheme

  • Options for continual learning and development

  • Regular social events

  • Annual Christmas party paid for by the company

The Role

Key Responsibilities:

As a 2nd Line Service Desk Analyst, you will be expected to undertake the following tasks as your principle responsibilities:


  • Provide support to customers and 1st Line Service Desk analysts by resolving technical issues in accordance with agreed SLA’s, working with third party suppliers where appropriate and escalating more complex enquiries to 3rd Line Support, 3rd parties, or management (when required)

  • Take ownership of user requests, performing technical diagnosis and fixing the issue either remotely or onsite

  • Proactive identification and resolution of problems, aiming to reduce incident occurrence

  • Communicate effectively with customers, colleagues, and suppliers to ensure that enquiries are handled professionally, and service is restored quickly

  • Ensure that all documentation and systems are kept up to date, including the Cherwell system

  • To abide by processes and procedures of the company, to ensure security and service delivery principles are maintained

  • Ensure that users are supported in the use of their technology, by providing the necessary training and advice

  • Various technical tasks i.e. troubleshooting and infrastructure, systems monitoring, desktop/laptop builds, access management, software installations, expertise in Microsoft OS and Apple

  • IOS, ERP support

About You

Experience and skills required:

• Windows Server 2012 – 2016

• Microsoft Exchange 365

• Windows Desktop 7 - Windows 10

• Active Directory and Group Policy

• ITIL Foundation Certified (desirable) Experience

• 3 years Managed IT Services environment

• Incident Management/ IT Service Delivery Skills

• Self-motivated and organised, working to deadlines

• Logical approach to problem solving and analytical skills

• Communicate effectively via email, phone and in person

To Apply

If you this role is of interest and you feel you have the necessary experience or transferable skills then please apply via this advert, for further information please call us on 01325 313184.

Not for you? Refer a friend who you think would be interested in this position and we will pay you a referral fee as a thank you if they are successful.

Please visit and read our privacy and data page before submitting personal information.

Contact Us

+44 (0)1325 313 184


Salters House

Salters Lane


Stockton on Tees

TS21 3EE

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