3rd Line Service Desk Analyst

Full Time Cambridgeshire IT Job Pro UK

Our client is looking for a 3rd line server desk analyst to join their growing Operations Department.

Job Summary

•This role is pivotal to the daily operation of the business ensuring that our clients’ requirements are met accurately and efficiently. 

•The role will provide day-to-day front-end support including resolving incidents and fulfilling service requests to minimise client disruption.

•The role is crucial in ensuring the Company’s mission of “Providing the best IT Support in the world” is achieved.


Service Desk Support

•Answer telephone calls raising comprehensive support tickets.

•Always demonstrate excellent customer service.

•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 ILUX.

•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 ILUX 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.

The responsibilities of this role will normally include all duties described in this Job Description and any additional or different duties, as may be required from time to time.

Person Specification

Essential Criteria/Desirable Criteria


•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).


•Excellent verbal, written and listening skills.

•Willingness to adapt to ever changing environment.

•Aptitude to proactively learn new systems and client specifics.

•Understanding of the fundamentals and importance of SLAs.

•A self-starter with a “can do” attitude.

•Flexible and pragmatic, yet resolute and decisive.

•Logical thinker.

•Able to work well under occasional pressure.

•Excellent motivator, encouraging collaborative working within the team.

•Strong attention to detail

To apply for this job please visit itjobpro.co.uk.