2nd Line Service Desk Analyst - Hays Specialist Recruitment Limited : Job Details

You will be working for an international tourism group, a trusted partner for vacation and business travel for more than 100 years. They started out running rail ticket sales counters and have now transformed into one of Europe's leading tourism groups. The company has continually developed, broken new ground and, thanks to acquisitions and newly founded companies, evolved into what they are today - securely positioned in their market and now operating with more than 130 companies in 16 European countries and today, as in the past - are thought of as a competent, reliable and dedicated partner for everything to do with travel - ensuring that holidays become the most wonderful part of the year. They are seeking a proactive and technically skilled 2nd Line IT Service Desk Analyst to join their dynamic IT support team. This individual will play a key role in delivering high-quality technical support to the Head Office, retail outlets, and remote specialist sites across the UK. The role requires strong diagnostic and troubleshooting capabilities, professional communication, and a customer-focused mindset. This is a hands-on role for someone who takes full ownership of tasks, sees problems through to resolution, and collaborates effectively with internal teams and external vendors to maintain a high standard of IT service delivery. You will provide second-line technical support for a wide variety of IT incidents and service requests via phone, Microsoft Teams, outsourced service desk escalations, and the internal ticketing system. Take end-to-end ownership of support tickets from assignment through to resolution while maintaining service quality and SLA compliance. Troubleshoot and resolve issues related to: Windows 11, Office 365, and standard business applications. Active Directory user accounts, security groups, and group policy settings. Local Area Network (LAN), Wi-Fi, and physical patchingPC/laptop hardware, printers, and multi-functional devices. Build, configure, and deploy IT hardware for new starters, movers, and leavers, including account setup and endpoint provisioning. Document technical fixes, create and maintain internal knowledge base articles, and contribute to the team's overall knowledge sharing. Escalate incidents appropriately to third-line support teams or external vendors in line with agreed processes and escalation thresholds. Liaise with internal IT teams (Infrastructure, Network, Software, Development, Telecoms) and external suppliers for issue resolution and service improvements. Act as a key contributor to projects involving hardware refreshes, site upgrades, and service enhancements. Demonstrate initiative in identifying and resolving recurring technical issues or service gaps. Ensure a professional, courteous, and responsive experience for all internal users. Candidates will only be considered if they have proven experience in a 2nd line IT Service Desk or Desktop Support role in a medium to large-scale enterprise environment. You should be able to evidence strong technical troubleshooting across hardware, Windows 11, Office 365, and Active Directory. Be confident in managing permissions, delegation, shared calendars, and group access within Office 365. You will have a good understanding of core networking concepts such as TCP/IP, DNS, DHCP. Be skilled in diagnosing hardware issues and building/configuring end-user devices. Capable of managing user accounts and group memberships within AD. Confident in using a ticketing system and working within an SLA-based support structure. Clear and professional communication skills (written and verbal) with excellent customer service instincts. You must also have a valid UK driving license. Only candidates that have evidenced the required experience on their CV's can expect a response. This role involves hybrid working - from a site based in Dorking in Surrey. Only candidates that live within a realistic commutable distance will be considered. Only candidates with the right to work and based here in the UK will be considered. Sponsorship is not available.

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