2nd Line Support Analyst

London Permanent £29,000 - £37,000
  • 2nd Line Support Analyst (Citrix XenDesktop) London
  • Provide technical support to clients and resolving issues - customer facing

About Our Client

The only cloud and managed service provider that exclusively work with UK Law firms. This enables a level of service unparalleled and subsequent year on year growth leading to a need to expand the team.

Job Description

As 2nd Line Support Analyst, London, you will provide second level support to clients as well as support the 1st and 2nd line teams to resolve issues that come into the Service Desk. You will have a flair for tech and like to provide robust service delivery to clients, with a strong will to make a difference.


  • To provide second level support to clients.
  • You will support the 1st and 2nd line teams to resolve issues that come into the ServiceDesk.
  • Take pride in ensuring that incidents are resolved in a timely manner to meet defined service level targets.
  • Complete relevant and skilled investigations, before escalating to 3rd
  • ServiceDesk members more junior than you, will love to learn from you, your work ethic and professional IT skills.


The Successful Applicant

The 2nd Line Support Analyst, London will have:

  • Prior experience in 1st line support, ideally in 2nd line, within an MSP environment
  • Software troubleshooting experience
  • Good knowledge across Office365, ExchangeOnline and OneDrive
  • Windows/ MacOS experience, Windows 8.1
  • Active Directory and Citrix XenDesktop experience - XenDesktop hands on experience required
  • Networking knowledge
  • LAN/WAN fundamentals

It would be beneficial to also have experience with:

  • Email security products (Minemcast etc)
  • Any certification around Microsoft Server/ Office 365
  • Active Directory - knowledge of DNS, DHCP
  • Remote monitoring and Management
  • ITIL Certification
  • Legal application experience

What's on Offer

The 2nd Line Support Analyst (XenDesk), London will receive:

  • A competitive base salary, depending on experience.
  • Tailored training program
  • Rapid career progression
  • Customer facing involvement
  • Fantastic benefits
Kieran Scully
Quote job ref
Phone number
+44 207 269 2168

Job summary

Contract type
Consultant name
Kieran Scully
Consultant phone
+44 207 269 2168
Job reference