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Service Desk Analyst – Line 2

The details…

Job title: Service Desk Analyst – Line 2
Department: Services and Support
Location: Gateshead
Position: Full-time


An excellent opportunity to be a key team player in a very successful business providing first class technology services to primarily SME customers. With the opportunity to learn and develop in a fast paced organisation and help continually develop the services. The business has a culture of team work, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.


    • Provide high quality Line 2 desktop, server and cloud platform support
    • Demonstrate the ability to troubleshoot complex environments
    • Provide clear advice and guidance to clients for improving their environments
    • Assist with implementation work where required for platform migration projects
    • Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
    • Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
    • Ensure workload is managed to deliver the service within clearly defined SLAs
    • Ensure accuracy and completion of data entry based on incidents and problems
    • Some 24/7 on call cover maybe required


  • Be able to show clear evidence of continual learning in your career to date
  • Industry recognised accreditations beneficial e.g. – Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

Skills Required

  • Proven track record of providing Line 2 service desk support for at least 2 years
  • Strong written and verbal communication skills
  • Ability to troubleshoot Windows Desktop operating systems and Microsoft Office applications
  • Support Windows Server operating systems and Exchange on premises environments
  • Complete understanding of Active Directory, Group Policies, DNS and DHCP
  • Strong knowledge of Anti-Virus, Anti-Ransomware and Security best practices
  • In depth understanding of the Office 365 platform and security services
  • Good level of knowledge of Azure VMs, Firewall, Backup and Configuration
  • Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
  • Knowledge of and ability to monitor and troubleshoot backup technologies on premises and cloud based
  • Good understanding of networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
  • Understanding of the ITIL framework and basic principals
  • Good understanding of commercial aspects of service agreements


  • Basic SQL Skills including; backup, maintenance schedules and high level troubleshooting
  • Proven track record in similar role for a Managed Service Provider
  • Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
  • Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
  • Experience of Virtual Desktop and Virtualised applications using Citrix technology
  • ITIL Foundation or Practitioner accreditations
  • Experience of hardware deployments including Server and SAN technologies

Apply today

Drop us a line and show us what you’ve got. We get a lot of interest in our jobs, so do yourself a favour and ensure your application does the following:

  • Tells us how your experience meets the requirements of the role
  • Show us your personality

We’re big on culture and finding the right fit so don’t be afraid to show us who you are. Complete the application form below or for more details drop us a line enquiries@teamsynergi.co.uk

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