2nd Line Infrastructure & Desktop Support Analyst

Key Responsibilities

• Provisioning, configuring, and maintaining end-user devices whilst delivering excellent customer service focused on quality ITSM system input, first-touch resolution, and meeting any SLA obligations
• Fix issues across desktops, laptops, printers, mobiles, and other hardware 
• Visit local depots to install, configure, and repair kit (PCs, servers, switches) 
• Managing lifecycle activities: setup, patching, upgrades, and decommissioning
• Troubleshooting hardware and software issues for users across the organisation
• Diagnose and resolve server, network, and core application incidents within SLA targets, performing root cause analysis and implementing permanent fixes to prevent recurrence
• Monitor system performance, availability, and capacity across infrastructure components
• Apply patches, firmware updates, and configuration changes following change control procedures
• Implementing and maintaining endpoint protection (antivirus, encryption, device management policies)
• Ensuring compliance with cybersecurity standards (e.g., MFA, disk encryption, secure configurations)
• Support LAN/WAN, VPN, and wireless network configurations and troubleshooting
• Support the administration of Microsoft 365, Azure AD, and other cloud infrastructure services
• Provide documentation, knowledge sharing, and technical guidance to team members, 1st Line and end-users
• Liaise with 3rd Line / Specialist teams, vendors, and partners to resolve advanced technical issues
• Participate in infrastructure projects, deployments, and upgrades

Skills, Knowledge and Expertise

• Previous experience in a similar role 
• Experience of working in large and complex IT enterprise 
• Experience of supporting WAN/LAN networks and switches and VPNs 
• Experience with on-premise and cloud identity services, eg Microsoft Entra and Active Directory 
• ITIL Foundation qualified (preferred)  
• Experience of:
  • Helpdesk management - Logging, triaging, assigning and resolving internal support incidents & service requests
  • Asset management - Hardware & Software 
  • Desktop and laptop builds 
  • Software installation and configuration 
  • Active Directory User, computer and group management 
  • O365 & Microsoft Teams user administration 
  • Monitoring - Backups, Alerts 
  • VMware vSphere Administration 
• Strong analytical and problem-solving skills
• Excellent communication and team working skills; promotes open and effective communication
• Overcomes obstacles and adapts approach to achieve outstanding results
• Bias for action – does things before being asked to or forced to by events (proactive not reactive) 
• Progresses issues, even when only partial information is available
• Actively seeks out know-how and best practice, related to own area of contribution
• Demonstrates shared commitment to team success
• High attention to detail and organisational skills
• Ethical, client-focused approach with a commitment to confidentiality. 

Benefits

• Competitive compensation: Enjoy a competitive salary, enhanced by a discretionary bonus scheme that rewards both business and individual performance.
• Private medical insurance: Prioritise your health with comprehensive private medical insurance, including access to online GP services from AXA for you and your family.
• Enhanced company pension: Secure your future with enhanced company pension contributions that support your long-term financial goals.
• Cycle to work scheme: Embrace a sustainable lifestyle with our cycle to work scheme.
• Season ticket loan: Spread the cost of your commute and take advantage of annual discounts with an interest free season ticket loan.
• Volunteering and charity: We encourage you to give back to the community through volunteering days and charitable initiatives.
• Enhanced holiday allowance: Enjoy 25 days of annual leave, in addition to bank holidays.
• Global travel insurance: Travel with peace of mind, courtesy of worldwide multi-trip travel insurance coverage for you and your family.
• Employee discount platform: Access exclusive discounts through our employee discount platform.
• Enhanced parental leave: Generous maternity and paternity pay to support you and your family when you need it most.