3rd Line Service Desk Analyst

2021-12-06T15:37:21+00:00 November 16th, 2021|
Location: Cambridgeshire

Employment type:

salary: £30,000 to 35,000
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Job Description

Aspire Cambridge are recruiting a 3rd Line Service Desk Analyst on behalf of our client in St Ives, Cambridgeshire.

Start: Immediate
Location: Remote but occasionally in the office in Cambridgeshire.
Hours: Mon to Fri, Full Time
Salary: £30,000 to 35,000

Service Desk Support

  • Answer telephone calls raising comprehensive support tickets.
  • Demonstrate excellent customer service at all times.
  • Guide and support 1st and 2nd Line Service Desk Analysts, as well as Field Service Technicians, mentoring to enhance skills and abilities.
  • Investigate, diagnose, and resolve technical 3rd line incidents and service requests, escalating appropriately to Technical Experts where necessary.
  • Excel and perform comfortably to high standards with little intervention and assistance.
  • Work with wider support team to ensure any recurring technical issues are addressed.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported and implemented by our client.
  • Liaise with 3rd party support for ticket resolution as appropriate.
  • Assist 1st and 2nd Line Service Desk Analysts in times of need, or during busy periods.
  • Review, develop and produce in depth Knowledge Base Articles for the development and progression of the Service Desk Team.
  • Have a clear understanding of your obligations and restrictions with regards to best practice and the law, and to adhere to our client’s rules and conventions.
  • Work to deadlines as set by the Service Desk Manager.

Client Support

  • Manage client expectations when dealing with complex queries.
  • Provide accurate and consistent communication to clients.
  • Provide prompt and timely communication to clients, in accordance with the agreed SLA’s.
  • Demonstrate Company values in approaching every ticket or query.

Team Support

  • Proactive member of the team, researching new, existing, and developing IT technologies for innovation, guidance, and best practice.
  • Share technical knowledge within the business to enhance service delivery to our clients.
  • Responsibility for your own personal development.
  • Support new team members coaching and mentoring where required.
  • Demonstrate efficient management of own workload.


  • Microsoft 365 Certified: Modern Desktop Administrator Associate (Exams: MD-100 + MD-101).
  • DrayTek DCNA certified.
  • 3CX Qualified (Advanced).MCSA Windows Server 2016-19 or equivalent .
  • MTA: Networking, Security and Windows Server Administrator Fundamental.
  • Microsoft Certified: Azure Fundamentals.
  • Microsoft 365 Certified: Fundamentals or equivalent.
  • Microsoft Exchange qualifications
  • Relevant IT qualification for example NVQ, Diploma or Degree.
  • Experience of working within a Service Desk environment for at least 4 years.
  • Experience of working with a variety of clients.
  • Expert knowledge of mobile phone devices, both apple and android, and hardware such as printers and Bluetooth peripherals.
  • Previous experience in supporting and implementing client hardware and software.
  • Previous experience in implementing various Firewall technologies
  • Experience in supporting and diagnosing LAN, WAN and VLAN typologies.
  • Ability to use, support and implement MS office applications.
  • Working knowledge and experience of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services and Active Directory & Windows Operating Systems.
  • A strong understanding of IT Networking principals such as DNS, DHCP, TCP/IP, WAN, LAN, WLAN, VLAN and Wi-Fi typologies.
  • Ability to make decisions within the boundaries of the role.
  • Ability to prioritise and multi-task efficiently.
  • Ability to proactively problem solve and identify solutions.
  • A good understanding of GDPR principals.
  • Knowledge of 3rd party software, systems or plug ins relating to: Citrix, ACT!, Sage etc.
  • Experience working with macOS.
  • Knowledge of N-Able (Solarwinds).

If you are interested in this position, feel you have the relevant experience and skills and would like to apply, please call our team now on 01223 855440 or apply online.

Our client is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Aspire Cambridge is acting as an Employment Agency in regards to this Permanent opportunity.


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