Service Desk Analyst (Second Line)

IT Service Desk Analyst (2nd Line) 6-Month ContractWe''re looking for an experienced IT Service Desk Analyst (2nd Line) to join a fast-paced global IT team on an initial 6-month contract. You''ll provide advanced technical support across end-user devices, Microsoft 365, identity management, hardware, applications, and collaboration tools, ensuring employees have the technology and support they need to succeed.What You''ll DoResolve complex IT incidents and service requests across Windows, macOS, Microsoft 365, networking, hardware, and enterprise applicationsOwn escalated tickets through to resolution, meeting SLAs and delivering excellent customer serviceSupport onboarding, offboarding, hardware provisioning, software deployment, and access managementCollaborate with Infrastructure, Security, and Level 3 teams to troubleshoot and resolve technical issuesProvide guidance to Level 1 analysts and contribute to knowledge sharing and process improvementMaintain accurate documentation and work within a compliance-focused environmentWhat We''re Looking For3+ years'' experience in IT Service Desk, Desktop Support, or End User SupportStrong troubleshooting skills across Windows, macOS, Microsoft 365, networking, and endpoint devicesExperience with Active Directory, Entra ID, LDAP, and identity managementKnowledge of endpoint management, device lifecycle management, and vulnerability remediationExcellent communication skills and a customer-first approachExperience working within ..... full job details .....