https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-reece-london--407fc762-dbbd-4b8b-bd0c-5dff3dcb3c12 RSS feed for 2nd Line Service Desk Analyst at Fawkes & Reece London. en-gb Wed, 29 Jul 2026 15:30:09 GMT https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-reece-london--407fc762-dbbd-4b8b-bd0c-5dff3dcb3c12 https://jobs.co.uk/job/2nd-line-service-desk-analyst-fawkes-reece-london--407fc762-dbbd-4b8b-bd0c-5dff3dcb3c12 Wed, 29 Jul 2026 11:51:51 GMT Location: City | Salary: 28000.00-28000.00 Annual | Type: Permanent | 2nd Line Service Desk Analyst RoleFull-time, permanent positionLocation: 5 days a week in BirminghamNeed to have construction experience Main ResponsibilitiesField 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.IT Documentation and Knowledge base:Document... Permanent