2nd Line Service Desk Analyst

Job Title: 2nd Line Service Desk Analyst
Location: Bristol (Hybrid – 2-3 days in the office)
Salary: Up to £38,500 + Excellent Benefits & Career Progression


About The Role
My client is a rapidly growing Managed Service Provider (MSP) based in Bristol, renowned for delivering exceptional IT support and solutions to our diverse client base. Due to exceptional success and growth in the market they are now looking to expand their talented Service Desk team to support the 3rd Line Project Engineers and meet increasing client demand.

As a 2nd Line Service Desk Analyst, you’ll provide a mix of helpdesk and field-based support to our clients, resolving a variety of technical issues and ensuring smooth day-to-day IT operations. Working closely with the 3rd Line Project team, this role is a great stepping stone for career progression into senior technical or field engineer roles.

Key Responsibilities:

• Provide 2nd Line technical support for clients, diagnosing and resolving hardware, software, and network issues.
• Escalate complex issues to the 3rd Line team and collaborate on solutions.
• Deliver field-based support as required, ensuring timely resolution of on-site challenges.
• Assist with project implementations and migrations alongside the 3rd Line Project team.
• Maintain accurate documentation of tickets and resolutions using the service desk system.
• Proactively identify opportunities to improve service delivery and client satisfaction.

• Proven experience in a 2nd Line Service Desk role, ideally within an MSP environment.
• Strong knowledge of Windows Server, Active Directory, Office 365, and networking (DNS/DHCP).
• Experience supporting virtualised environments (VMware/Hyper-V) is a plus.
• Excellent problem-solving skills and a proactive approach to troubleshooting.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Full UK driving licence (essential for field-based work).

• Competitive salary up to £38,500 per annum.
• Hybrid working environment (2-3 days in our Bristol office).
• Clear career progression to 3rd Line Support or Field Engineer roles.
• Access to training and certifications to support your development.
• A collaborative and supportive team culture.