2nd Line Support Analyst

I’m working with one of the top publishers in the UK who are the team behind some of the UKs most famous brands.

They are looking for a 2nd Line Support Analyst to join their team to provide global IT services and support, including Service Desk, desktop, and end-user technology support. In this position you will offer L2 technical support for hardware and software issues on desktops, laptops, network connectivity, printers, email, handheld devices, scanners, and various software applications, including the Microsoft O365 suite.

Key aspects of the role

• Provide professional, face-to-face, and remote IT support
• Order and purchase hardware and software as needed.
• Own project tasks within the desktop team's scope.
• Create and maintain knowledge articles for Desktop and ServiceDesk staff.
• Monitor and manage incidents and service requests in ServiceNow, ensuring SLAs are met.
• Maintain professional growth through continued education.
• Review technical documentation for accuracy and completeness.
• Collaborate with peers and customer groups for desktop and hardware support.
• Configure, deploy, and support company-issued iPhones and manage updates and patches for the desktop environment.

Essential Technical Skills & Experience:

• Jamf
• SCCM
• Microsoft Office 0365
• Adobe Suite
• OKTA SSO
• Networking
• Active Directory
• Microsoft Azure
• ServiceNow ticket management
• Knowledge of ITIL practices
• Mobile telephony support
• Remote support

In return you get  25 days’ holiday + BH on top (with the option to buy up to 5 additional holiday days), Discounted gym membership, Healthcare cash plan, charity day, Life assurance, pension scheme & regular socials.

Due to the nature of the role this is onsite in their central London office and does not offer Hybrid or remote working