IT Service Desk Analyst 2nd Line

Location: Bradford office with occasional travel to London
Job Type: Permanent | Full-time
Shift pattern: 37.5 hours per week worked on a rota basis between 7:00am–9:00pm Monday-Friday, with Saturday cover as required
Salary: £34,000 per annum

We’re looking for an experienced 2nd Line Support Analyst to join our IT Service Desk.

This is a key customer support role providing high-quality technical support to colleagues across the organisation. The role acts as an escalation point for 1st Line Service Desk Analysts, supporting the resolution of complex IT issues and driving continuous improvement across the IT Service Desk and wider Operations team.

What you’ll be doing

• Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service
• Support colleagues across office, remote, and home environments
• Act as a technical escalation point for 1st Line Service Desk Analysts, offering guidance and resolution oversight
• Lead the diagnosis and resolution of complex incidents, minimising user disruption
• Contribute to problem identification, investigation, and root cause analysis
• Maintain and improve knowledge articles and documentation
• Identify and support ServiceNow process improvements, including workflows and automation

What you’ll bring

• Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams
• Exemplary personal behaviours and customer service skills
• Strong technical knowledge of the modern workplace stack, including Windows OS, M365, Azure/Entra ID, endpoint/device management and core business applications
• Strong adherence to ITIL processes and IT Service Management practices, including platforms such as ServiceNow
• Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment
• Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely resolution of complex issues
• Proven track record of identifying and delivering service and process improvements through proactive problem management and trend analysis

Qualifications & Experience

Essential

• Proven experience providing 2nd Line support within an IT Service Desk or operational support environment
• Experience working with IT Service Management tools, ideally ServiceNow
• Understanding of ITIL principles and structured ticket management practices
• Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies
• Experience resolving complex incidents and supporting problem management activitie

Desirable

• ITIL Foundation certification
• Microsoft certifications such as 365 Fundamentals (MS-900) and Entra Fundamentals (AZ-900)
• CompTIA or ServiceNow certifications
• Supporting & Troubleshooting Windows 11

Apply now

Click Apply to get started. Our hiring team will review your application and contact you with next steps.

Please note that this vacancy may close earlier than the advertised closing date if we receive a high volume of suitable applications.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

Our values

Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs.

Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not.

Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos.  Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options
• Access to online GP appointments

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more
• Free Blue Light Card

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser 

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.  

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members.  We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.