Level 2 Service Desk Analyst

  • ANS Group
  • Manchester, UK
  • Dec 20, 2019
Job - Full time Aerospace engineering Astronomy Biology Computer Science Chemical engineering Engineering Health Science Life Science Mathematics Medical Sciences Chemistry Civil engineering Physics Psychology Social Science Teaching/Academics Technology Veterinary medicine


Our Managed Services Team is in need of an experienced Service Desk Analyst. You will be working within a close-knit and highly skilled Service Desk team as you support and develop our customer base. If you want to work for the UK's leading Digital and Cloud experts who are a Microsoft Azure Expert MSP, then you've come to the right place. 

In this role, you'll be expected to:  


  • Ensure all tickets are processed within service level agreements and KPI’s.
  • Hold an understanding of SLA tables and the priority matrix.
  • Ensure clear ticket updates
  • Conduct initial triage and assessment of incidents and service requests
  • Process a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs
  • Escalate and proactively chase vendors and external support groups
  • Work through own ticket queue and assist other team members where appropriate
  • Assess and take ownership of changes to customer environments
  • Raise awareness of issues to Problem Manager and assisting with resolutions 


Are you the person we're looking for?  


  • We need someone who is customer obssessed like us
  • A commercial awareness is important
  • We are looking for a team player with a positive attitude
  • If you have a real thirst for technical knowledge, you're our kind of person
  • You'll need an effective troubleshooting methodology
  • You need to have excellent problem solving abilities
  • Service Desk experience in 1st or 2nd Line capacity is essential


We are searching for someone with a qualification from higher education in IT, whether that be BTEC, DIPLOMA, Advanced Apprenticeship, Uni Grad but it isn’t essential for a candidate with the right attitude.

All the below will be provided as part of your personal development plan, but if you already have them, even better:  


  • Cisco CCNA Routing and Switching
  • AWS Certified Sysops Administrator Associate
  • Microsoft Certified: Azure Administrator Associate
  • ITIL Foundation 


After 6 months, you will progress into a 24/7 shift pattern. ANS is full of opportunities for the right candidate to make their own and develop their career. 

We offer fast track promotion into our 2nd line desk and tailored development plans to get you into 3rd line so what are you waiting for?! 

What’s in it for you?

As a Top 100 Best Companies business, at ANS we like to reward our employees for their hard work. We live by our work hard, play hard culture which means you’ll take advantage from a benefits package that’s busting at the seams with goodies including healthcare, birthday’s off, extravagant seasonal parties, discounts off at your favourite restaurants and not forgetting our monthly Champagne Fridays. 

Click here to view a few of our favourite benefits. 

Why work for ANS?

There has never been a more exciting time to work in the technology industry and as the UK’s #1 Cloud Services Provider, we’re committed to helping the UK’s leading public and commercial sector organisation to embrace the most exciting, life-changing and life-enhancing technologies. 

If you join ANS, the opportunities are endless! With our varied client base, you’ll not only be helping your favourite e-commerce brands to engage with you more, you'll also help NHS trusts to leverage the power of artificial intelligence to help diagnose patients faster.

From humble beginnings in 1996, ANS has since grown to 300 strong and has offices in Manchester and London with clients around the globe.. 

To find out more about ANS including the sectors we work within and the technologies we leverage, click here.

ANS Group Ltd are an equal opportunites employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, marriage and civil partnership, pregancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only. 

Think you’ve got what it takes? Apply today.

We look forward to hearing from you.  

Experience level of the applicant we want

Some work experience, Graduate