2nd Line Service Desk Analyst // Burton on Trent

England, Staffordshire, Burton-On-Trent
£22000.00 - £28000.00 per annum + Benefits
Closing date
13 Oct 2021

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Job Details

I am currently recruiting on behalf of an end - user based in Burton - on - Trent (the role will be a mix of home and office based) who are looking for a 2nd Line Support Desk Analyst on a permanent basis. Please see below for more information of what my client is looking for:

Key Responsibilities:

Provide an effective escalation point for all IT support queries ensuring tickets are handled and resolved or reassigned as quickly and efficiently as possible. This will require working with 1st line, 3rd line support teams as well as third-parties to resolve in depth technical incidents escalated from 1st line support whilst also ensuring fixes and any knowledge gained is shared with the Service Desk. Support, install and configure end user IT systems, printers and third-party software for business employees.

  • Ensure SLA's are met by responding, resolving or escalating tickets in a timely manner.
  • Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner
  • Provide a professional and high-quality customer support service adhering to service management principles
  • Manage, build and deploy our Windows desktop environment.
  • Troubleshoot desktops, laptops, servers, hardware, software and network faults.
  • Provide general technical advice to customers
  • On occasions provide IT support at other company sites
  • Undertake and support with project work
  • To actively contribute to infrastructure and security maintenance activities such as security patching.
  • Provide support to 1st Line to help upskill and improve knowledge
  • To liaise with and build strong working relationships with key business stakeholders
  • Identify recurring incidents and raise known problems. Raise awareness With Team Leader or IT Service Desk Manager.
  • Ensure all I.T equipment conforms to the required safety standards
  • Create, manage and evolve Policies, Processes and Procedures
  • To participate in the IT out of hours support rota as required.
  • Keep abreast of new technologies
  • Deputise for the IT Team Leader on occasions

Skills/Abilities Required:

Key experience -

  • SCCM experience (build and configure)
  • Intune experience (configuration)
  • D365
  • Azure


  • IITIL certification or working knowledge of
  • A+ certification or equivalent
  • AZ900 certification
  • Strong knowledge of working and supporting Microsoft technologies, software and operating systems such as D365, O365 Active Directory, Exchange, Windows 10, Server 2016+, Azure, SCCM, Intune, Bitlocker and the PowerPlatform
  • Comprehensive understanding of PC hardware set-up and configuration
  • Understanding of networking including LAN,WAN and VPN
  • Experience in leading small-scale projects in the area of desktop support of Personal computers and peripherals
  • Good analytical skills
  • Excellent communication skills and telephone manner
  • Previous IT Service Desk experience
  • Able to write technical documentation and document policies, processes and procedures
  • An enthusiasm for IT and a technical aptitude
  • Results focused and action oriented; displays a positive work attitude

Would you be interested to find out more? Please get in touch ASAP.

Consultant: Kamilla Hagen

Telephone: 0161 242 8839

Email: kamilla.hagen@modis.co.uk

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.


Creating exceptional connections in a complex world.

When you operate in a complex world, you need straight forward solutions.

At Modis, we specialise in connecting IT professionals with some of the most dynamic and forward-thinking organisations in the world. And we make it simple. Our core focus is you, placing you in jobs that align with your career aspirations and goals.

And we do it every single day; IT recruitment is all we do, for both temporary and permanent assignments and across major industries. We use our insight, flexibility and expanded resources to anticipate the needs of leading technology companies and help them make exceptional connections with top talent.

It’s exciting. It’s rewarding. It’s something we get excited about – everyday.

Exceptional IT Jobs for exceptional IT professionals

As the most connected IT recruitment specialists in the world, we’ll keep you informed of industry news, emerging trends and market developments; because when you want to succeed in a complex world, you need to stay ahead of the curve.

Modis recruits IT professionals from Graduate to board level jobs across all sectors. Some of the core sectors we recruit across are defence and engineering, finance, banking and insurance, gaming, government, healthcare, retail, security and defence, strategic clients, technology, telecommunications and transport and utilities.

Some of the technologies we recruit in are, infrastructure, CRM and BI, development .Net, software development, network support and SAP.

Work for Modis

As a Consultant at Modis, it’s like having a new job and lease on life every day- no two days will be the same!

We love what we do, and we want to connect with other people like you who share our passion. Our commitment to connecting top talent goes for working for Modis also.

We’ll be honest; it is a sales role and we want people who want to work hard and are results driven. But that hard work means working smart and with pace and definitely has its rewards – like plenty of refreshing opportunities for career growth and development, a great commission plan with benefits, exciting incentive programs and competitions, and a whole lot more.

This opportunity is only for the truly entrepreneurial. You will effectively be building your own business within a business, with the support of a rock solid brand. The role is largely phone based so you will need to be tenacious. You will have the opportunity to meet with clients from some of the most cutting edge firms and will have full control over your market, developing it as you wish.

There's nothing more important to our success than our employees and we prove it every day. It’s a pretty simple formula – if you put in the time and effort here, you’ll be a success. And, while we applaud the hard work of everyone on our team, we make a point to recognise and reward those who go above and beyond.

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2 Lambeth Hill

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