Pioneer search
Location:
City of London, London
Salary: £40000.00 - £50000.00 per annum
Type: Permanent
Service Desk Analyst (2nd Line) - London Market Insurance A well‑established London Market insurer is looking for a technically capable, customer‑focused 2nd Line Service Desk Analyst to join its IT Service Desk team.
This is a hands‑on role for someone who enjoys owning issues end‑to‑end, working across Windows 11 & Microsoft stack, & collaborating closely with 3rd line team to drive fast, high‑quality resolutions.
The Role: A high‑ticket environment the expectations will be on you to take responsibility for seeing issues through to resolution, & ensure users receive clear & timely updates. Strong communication skills are essential, as you will be supporting users with varying levels of technical understanding across all areas of the business.
Key responsibilities:
Handle escalated desktop & application issues & see them through to resolution
Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
Diagnose connectivity issues (VPN, Wi‑Fi, general network problems) & escalate where needed
Support iOS/Android devices & assist with MDM‑related queries where applicable
Keep tickets & user updates clear & accurate within the ITSM tool
Manage workload & priorities to meet SLAs & maintain a strong user experience
Update & improve support documentation & knowledge articles
Assist with joiners/leavers activity, device builds & equipment handovers
Support a range of users, including VIPs, with clear & professional communication
Skills & Experience Required:
Proven experience in a 2nd line (or advanced 1st line) service desk environment
Good knowledge of Azure AD / Entra, AD, & 2FA
Excellent communication skills & a customer‑first mindset
Strong documentation habits & ability to follow defined processes
ServiceNow (or similar ITSM tool) experience
Why apply?
Hybrid working with a structured shift rota
2nd line workload with genuine ownership & visibility
Opportunity to influence service quality through documentation & continuous improvement
If you're a proactive 2nd line engineer who takes ownership, communicates well, & thrives in a busy professional environment, this is a strong next move.
We are looking to begin interviews immediately so apply now or contact me Brushoth: brushoth@pioneer-search.com
#J-18808-Ljbffr
City of London, London
Salary: £40000.00 - £50000.00 per annum
Type: Permanent
Service Desk Analyst (2nd Line) - London Market Insurance A well‑established London Market insurer is looking for a technically capable, customer‑focused 2nd Line Service Desk Analyst to join its IT Service Desk team.
This is a hands‑on role for someone who enjoys owning issues end‑to‑end, working across Windows 11 & Microsoft stack, & collaborating closely with 3rd line team to drive fast, high‑quality resolutions.
The Role: A high‑ticket environment the expectations will be on you to take responsibility for seeing issues through to resolution, & ensure users receive clear & timely updates. Strong communication skills are essential, as you will be supporting users with varying levels of technical understanding across all areas of the business.
Key responsibilities:
Handle escalated desktop & application issues & see them through to resolution
Complete user & access administration across Azure AD/Entra, Active Directory & MFA/2FA
Diagnose connectivity issues (VPN, Wi‑Fi, general network problems) & escalate where needed
Support iOS/Android devices & assist with MDM‑related queries where applicable
Keep tickets & user updates clear & accurate within the ITSM tool
Manage workload & priorities to meet SLAs & maintain a strong user experience
Update & improve support documentation & knowledge articles
Assist with joiners/leavers activity, device builds & equipment handovers
Support a range of users, including VIPs, with clear & professional communication
Skills & Experience Required:
Proven experience in a 2nd line (or advanced 1st line) service desk environment
Good knowledge of Azure AD / Entra, AD, & 2FA
Excellent communication skills & a customer‑first mindset
Strong documentation habits & ability to follow defined processes
ServiceNow (or similar ITSM tool) experience
Why apply?
Hybrid working with a structured shift rota
2nd line workload with genuine ownership & visibility
Opportunity to influence service quality through documentation & continuous improvement
If you're a proactive 2nd line engineer who takes ownership, communicates well, & thrives in a busy professional environment, this is a strong next move.
We are looking to begin interviews immediately so apply now or contact me Brushoth: brushoth@pioneer-search.com
#J-18808-Ljbffr