Tier-2 Service Desk Analyst Job at Exeter Full Time NEW

Tier-2 Service Desk Analyst

Timewade, Exeter EX5 1FY

Salary £33,000 – £37,000 per year – Full time, permanent

About Timewade

At Timewade we are proud to be one of the South West’s longest established Managed Service Providers. Our commitment is to have a complete understanding of our clients’ businesses so that we can empower them to use technology to boost performance and deliver brilliant results.

Our team shapes who we are and our values define how we work and the exceptional standards we strive to achieve every day: building strong partnerships, maintaining professionalism, driving results, investing in your future and empowering excellence.

We are equally committed to multi-skilling and career development, encouraging collaboration amongst our team of IT professionals to share knowledge and learn from one another. We also support ongoing professional growth through industry-recognised training and certification opportunities.

Company Benefits

• 31 days annual leave, rising to 34 days (inclusive of Bank Holidays)
• Your birthday off every year
• Life Insurance
• Discretionary annual pro-rata bonus
• Discretionary annual inflationary salary increase
• Company branded workwear
• Employee assistance programme
• Excellent colleague and client retention
• Learning and development scheme with opportunity to complete company paid qualifications.
• Use of the latest technology
• Great team culture and environment
• Employee and client referral bonus scheme.
• Summer and Christmas events
• Established for 40 years +
• Casual dress code in the office
• Hybrid working
• Free fruit in the office
• Free tea & bean to cup coffee
• Free winter flu jab
• Surfs up policy – last minute day off granted with ease

Company Facilities

• Modern air-conditioned offices
• Onsite café, restaurant, nursery, gym, sports pitches, woodland walks, cycle parking, showers
• Free car parking
• Staff kitchen area
• Disabled access

Tier-2 Service Desk Analyst

As a Tier-2 Service Desk Analyst, your primary role is to ensure our clients’ systems are highly available.

Working in collaboration with the team, you’ll be an escalation point for Tier-1 tickets, resolving problems and ensuring they don’t reoccur.

This is a dynamic and fast‑paced role where self-motivation and teamwork count every day.

You’ll build strong client relationships and communicate clearly with all stakeholders, regardless of role or technical knowledge with a client-first ethos.

We’re seeking someone who takes ownership and thrives on keeping clients online; your growth and salary progression will reflect how quickly you learn, develop and contribute.

As a business we foster growth and the role has potential to develop to Senior Service Desk Analyst

Initially based at our Exeter Head Office, with hybrid working (3 days from home) once familiar with client systems and processes; occasional travel to client sites may also be required for emergency support, training and onboarding.

Working hours are rotated from 07:30 to 16:30, 08:30 to 17:30 & 09:00 to 18:00 Monday – Friday.

Key Responsibilities

• Providing technical support and troubleshooting across end-user and infrastructure environments
• Support, management and maintenance of M365 suite, switches, firewalls, WiFi & Disaster Recovery
• Liaising with 3rd party suppliers and internal colleagues for additional support and guidance where necessary
• Actively identifying frequently logged support calls and make recommendations for IT service improvements or user training requirements
• Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible – reducing reactive time per ticket
• Ensure technical documentation of clients are up to date with the latest information gathered during support
• Onsite presence for reactive support when necessary
• Monitor and maintain client backups & security software
• Promote the benefits of our standards and best practices to clients
• Investment in understanding of our client environments and line of business applications

Essential Experience

• Experience: Minimum 2 years as a Tier-2 Service Desk Analyst, diagnosing and resolving end-user technical issues
• Core Technical Expertise:

Microsoft 365 administration (Teams Phone System, Azure, Entra, SharePoint, Exchange), Windows and Server operating systems, Active Directory & Group Policy, server virtualisation (VMware, Hyper-V), networking infrastructure (routers, switches, firewalls), backup solutions and networking fundamentals (TCP/IP, DNS, DHCP, WAN, VLANs, Wi-Fi)

• Communication & Customer Focus:

Excellent communication, listening and client relationship skills, with a strong customer-first mindset and professional telephone manner

• Problem Solving & Ownership:

Methodical and analytical approach to troubleshooting using own initiative, hands-on ownership of issues and the confidence to resolve unfamiliar problems

• Incident Management:
• Work Ethic & Development:

Ability to interpret user requirements, follow guidelines and demonstrate commitment to continuous learning and professional development.

Desirable Experience

• Experience working for a Managed Service Provider (MSP)
• Experience with Azure backup and/or other third-party backup platforms
• Experience with MSP tools – NinjaOne RMM, ConnectWise Manage
• Experience with endpoint security products and centrally managed administration
• Administration of Hosted VoIP platforms
• Industry recognised qualifications i.e. Microsoft Azure Administrator, Microsoft Endpoint Administration, CompTIA Security +, CompTIA Network +

Application closure: 22nd May 2026

Job Types: Full-time, Permanent

Pay: £33,000.00-£37,000.00 per year

Benefits:

• Canteen
• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site gym
• On-site parking
• Referral programme
• Sick pay
• Work from home

Application question(s):

• Do you live in a commutable distance to our office in Exeter, Devon, UK?

Experience:

• Strong Tier-2 Technical Support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Exeter EX5