Rygor Group
Second Line Service Desk Analyst
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Second Line Service Desk Analyst
🌍 Westbury
💰 up to £39,000 per annum.
⏰ 40 hours a week, 09:00 – 17:30, with a 30 minute unpaid break
Your Role
At Rygor Group, we are looking for a customer service-focused Second Line Service Desk Analyst to join our IT team. You will provide day-to-day first- and second-line technical support across the business, helping to resolve incidents and service requests while delivering an excellent experience for colleagues and requests efficiently while developing the Service Desk's cloud capability.
Key Responsibilities:
- Provide professional first- and second-line support to colleagues across the Group, taking ownership of incidents and requests through to resolution.
- Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and common authentication issues.
- Support Microsoft Entra ID tasks such as user access, group membership, authentication, MFA, and account troubleshooting within delegated permissions.
- Support Microsoft Intune-managed devices, including device enrolment, compliance, application deployment, configuration, and troubleshooting.
- Assist with endpoint security troubleshooting, including Microsoft Defender alerts and device security issues, escalating security incidents where required.
- Troubleshoot Windows laptops, desktops, peripherals, printers, mobile devices, and common workplace applications.
- Assist with user onboarding and offboarding, including device preparation, account/access tasks, and application requirements.
- Use the Service Desk platform to accurately log, categorise, prioritise, update, and close incidents and service requests.
- Maintain clear technical notes and contribute useful resolutions and troubleshooting steps to the knowledge base.
- Identify recurring cloud, identity, or endpoint issues and work with the Service Desk Lead and Infrastructure Team to improve the service.
- Assist with testing and deployment of Microsoft 365, Intune, and other cloud-based changes where required.
- Support colleagues with secure working practices, MFA, and other IT security controls.
- Follow change control, security, data protection, and other IT policies and procedures.
- Provide clear, patient, and professional support to colleagues with varying levels of technical knowledge.
- Continue developing knowledge of Microsoft cloud technologies and share useful learning with the wider Service Desk team.
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Where you will add value:
Increase the Service Desk's ability to resolve cloud and endpoint issues without unnecessary escalation. This role will provide practical Microsoft cloud knowledge at the point of support, improve first-time resolution, strengthen documentation, and help the wider IT team make better use of cloud-based services.
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To be successful in this role, you'll:
- Be comfortable working with Microsoft 365 as a cloud service rather than solely as a desktop application suite.
- Understand the relationship between users, identities, devices, applications, and cloud services.
- Be able to troubleshoot common Entra ID, MFA, Microsoft 365, and Intune issues, recognising when escalation is required.
- Be comfortable using Microsoft administrative portals and following documented processes safely.
- Be able to learn new cloud services and changes across the Microsoft platform and apply that knowledge to day-to-day Service Desk support.
- Have an interest in automation and repeatable processes, including basic PowerShell where appropriate.
This could be a great fit for you if you:
- Have previous experience in an IT Service Desk, desktop support, or technical support role.
- Have good practical knowledge of Windows 10/11 and Microsoft 365.
- Have experience using a ticketing or Service Desk system.
- Enjoy troubleshooting technical issues and taking a structured approach to problem solving.
- Can explain technical issues clearly to non-technical users and provide excellent customer service.
- Are keen to continue developing your technical skills and knowledge.
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