2nd Line Service Desk Analyst

2nd Line Service Desk Analyst Location: Wool, Dorset - 5 days onsite Salary: Up to £37,000 per annum Type: Permanent Start Date: Flexible - all start dates considered We''re looking for a 2nd Line Service Desk Analyst to join the existing team of one of our MSP clients, providing IT support to a major public sector organisation based in Wool, Dorset. This is a genuinely customer-facing role we''re not looking for someone who simply picks up the phone and works through tickets. You''ll provide face-to-face support, build relationships with users and take ownership of issues through to resolution. You''ll join an established team of five, with this additional position being created to provide extra support. The Role You''ll be responsible for: Providing 2nd-line face-to-face and remote IT support Managing around 8-10 tickets per day Supporting Microsoft 365 and wider Microsoft technologies Password resets, account management and access requests Dealing with more complex technical requirements Supporting users with SharePoint, Power Apps and/or Power BI Escalating issues where appropriate and taking ownership through to resolution Attending CAB meetings when required Maintaining strong customer relationships and providing excellent service About You We''re looking for someone with previous 2nd-line IT support experience, strong Microsoft knowledge and excellent customer service skills. Experience with SharePoint, Power Apps or Power BI is important, but you don''t need to be ..... full job details .....