https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-amp-reece-london--2c7af192-a6fd-43fd-9922-e96162fc7d8e RSS feed for 2nd Line Service Desk Analyst at Fawkes & Reece London. en-gb Mon, 27 Jul 2026 19:45:46 GMT https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-amp-reece-london--2c7af192-a6fd-43fd-9922-e96162fc7d8e https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-amp-reece-london--2c7af192-a6fd-43fd-9922-e96162fc7d8e Sun, 26 Jul 2026 23:00:00 GMT Location: Birmingham | Salary: £28000 - £31000/annum | Type: Permanent | 2nd Line Service Desk Analyst Role Full-time, permanent position Location: 5 days a week in Birmingham Need to have construction experience Main Responsibilities Field incoming service desk incidents and requests: Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins. Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform. Maintain our asset management database, tracking changes accordingly. Provide a high-level of customer service and adhere to service management principles and processes (ITIL). Own/delegate priority incidents/requests. Resolve IT service desk requests and incidents: 1st and 2nd line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines. Escalate issues to 3rd Line and Major Incident teams when required. Deal with/manage third parties for ''expert'' level support for specific requirements. Action procurement requests for IT equipment, applications, and internet services. ... Permanent