2nd Line, Service Desk Analyst

• Are you at 2nd line level, looking for a fresh challenge
• Enjoy solving software and technical questions within an ITIL standards
• Love solving problems

We are seeking an experienced Service Desk, 2nd Line Analyst to provide advanced technical support and act as a key escalation point for our Service Desk team.

In this role, you will investigate and resolve complex technical incidents, work closely with Dev Ops and third-party suppliers, and ensure issues are driven through to full resolution. You will also play an active role in mentoring colleagues and contributing to continuous service improvement initiatives.

This is an excellent opportunity for a technically capable, solution-focused professional who thrives in an SLA-driven environment.

• Act as an escalation point for 1st Line analysts and see complex issues through to resolution
• Perform problem management including trend analysis and root cause investigation
• Troubleshoot and resolve software and hardware incidents
• Provide effective solutions and workarounds
• Install, maintain and support applications
• Liaise with third-party suppliers to resolve customer issues
• Contribute to knowledge base articles, policies, processes and procedures
• Support Service Desk Team Managers with operational activities
• Mentor and train Service Desk team members
• Ensure compliance with internal standards, SLAs and procedures
• Maintain accurate and detailed ticket documentation

• Minimum 12 months’ experience supporting pharmacy software (desirable)
• Strong 2nd Line support experience in an SLA-driven environment
• Experience in troubleshooting LAN/WAN connectivity issues
• Knowledge of switches, routers and firewalls
• 2nd Line SQL support experience including:
  • Query troubleshooting
  • Database performance analysis
  • Routine maintenance tasks
• Experience liaising with third-party suppliers and internal stakeholders
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to prioritise and manage multiple incidents effectively
• ITIL framework knowledge (preferred)
• Experience with service management and remote support tools

• Adhere to information security policies and procedures
• Maintain confidentiality, integrity and availability of information
• Report security risks or breaches promptly
• Support the organisation’s ISMS in daily activities

• Follow Quality Management System processes
• Ensure accurate and consistent ticket logging
• Identify opportunities for service improvement

• Organisational awareness
• Compliance-focused mindset

• Takes ownership of escalated issues
• Works independently while contributing to team success
• Has a proactive, solution-focused approach
• Builds strong working relationships across teams
• Is committed to delivering exceptional customer service

If you are an experienced 2nd Line Analyst looking to progress your career within a collaborative and high-performing environment, we would love to hear from you.

Apply now to be considered.