We are looking for an experienced 2nd line Helpdesk Analyst to join our Systems Support team. Using your proven skills in technical analysis and ability to resolve issues in a timely manner you will be taking ownership of tasks allocated to you. You will be supporting your colleagues at Foresters by assisting with PC, applications, server, networking and hardware issues either in person, email or via phone. You will be working closely with 1st Line Support and escalating issues to 3rd Line Support when necessary. Your day to day will include: Comprehensive support for Microsoft environments Advanced troubleshooting of Microsoft Office & security applications Incident management and resolution User account lifecycle management Hardware and device setup Backup and system monitoring Log analysis and proactive maintenance Endpoint security management Collaboration with 1st Line Support Participation in IT projects Software deployment and patch management Asset and inventory management What we need from you: 2nd Line Support experience. Strong expertise in Windows 10/11 Proficiency in deployment tools ( SCCM, Intune, or other enterprise deployment solutions for imaging and software distribution). Advanced problem-solving skills Exceptional communication and customer service skills Experience in problem management Hands-on experience in IT Service Management (ITSM) tools (e.g ticketing systems such as ServiceNow, Remedy, or Freshservice). Ability to work independently on 2nd line technical issues Strong understanding of Active Directory administration Expertise in Microsoft 365 ecosystem – Support and configuration of Exchange Online, OneDrive, SharePoint, Teams, and endpoint management. Proficiency in remote access tools such as LogMeIn, TeamViewer, or Microsoft Remote Desktop. Comprehensive knowledge of PC hardware and software setup/configuration – Including OS installation, driver management, and troubleshooting hardware failures. Fundamental understanding of networking – TCP/IP, DNS, DHCP, VPN, VLANs, and basic firewall configurations. ITIL framework awareness – Understanding of incident, problem, and change management processes within an ITIL-based service environment. Security awareness and best practices – Understanding of cybersecurity fundamentals, MFA, endpoint security solutions, and compliance requirements. You will be required to work 40 hours per week. Monday to Friday. You will do an 8 hour shift with flexible start times between 7.30 – 9.30 with 45 minutes lunch break. You may be required to assist with critical system maintenance and updates that need to be performed outside of normal working hours to minimise disruption to business operations. This may include the occasional weekend. What we offer you: Salary up to £35,000 Bonus up to 7% dependant on your performance and company performance. Contributory Pension Plan (Company matches up to 10%) 25 days Holiday increasing to 28 days plus bank holidays Life Assurance. 4x times pensionable earnings. Season Ticket Loan Employee Support Scheme Free Foresters Go Membership (Claimed back once ISA set up) plus additional 3% allocation rate We are a purpose driven organisation and we want to enable everyone that is a part of Foresters to channel their passion and enthusiasm into the charitable efforts that you care about. That is why we have created the Working for Purpose programme where we give you 1 day to volunteer with the charity of your choice.