Skills

Communication ServiceNow Microsoft 365 Technical understanding Networking Windows Azure Android Active Directory TCP/IP

Job Specifications

Service Desk Analyst (2nd Line) - London Market Insurance
£40,000 - £50,000 | London | Hybrid
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 and Microsoft stack, and 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, and ensure users receive clear and 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 and application issues and see them through to resolution
Support Microsoft 365 day to day (Outlook, Teams, SharePoint) and troubleshoot common user problems
Complete user and access administration across Azure AD/Entra, Active Directory and MFA/2FA
Diagnose connectivity issues (VPN, Wi-Fi, general network problems) and escalate where needed
Support iOS/Android devices and assist with MDM-related queries where applicable
Keep tickets and user updates clear and accurate within the ITSM tool
Manage workload and priorities to meet SLAs and maintain a strong user experience
Update and improve support documentation and knowledge articles
Assist with joiners/leavers activity, device builds and equipment handovers
Support a range of users, including VIPs, with clear and professional communication
Skills & Experience Required:
Proven experience in a 2nd line (or advanced 1st line) service desk environment
Strong Windows 11 troubleshooting capability
Strong Microsoft 365 support experience
Experience supporting Android/iOS devices
Good knowledge of Azure AD/Entra, AD, and 2FA
Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi
Excellent communication skills and a customer-first mindset
Strong documentation habits and ability to follow defined processes
ServiceNow (or similar ITSM tool) experience
Intune/MDM exposure
Why apply?
Hybrid working with a structured shift rota
2nd line workload with genuine ownership and visibility
Opportunity to influence service quality through documentation and continuous improvement
If you're a proactive 2nd line engineer who takes ownership, communicates well, and 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: (see below)

About the Company

We are Pioneer Search, a UK based recruitment and search agency with a global reach, specialising in connecting aspiring people and ambitious businesses within: • Software & Development • Cyber Security & Cloud • Data & Analytics • IT Projects | Change & Transformation • London Markets Operating across these five core industry disciplines, we offer our clients a variety of tailored services including: • Permanent Recruitment • Search & Selection • Contract/Interim Recruitment • Contractor Management and Care • Talen... Know more