2nd Line Service Delivery Analyst

2nd Line Service Delivery Analyst Up to £35,000 dependent on experience 37.5 hours per week Hybrid - Work from home and our Toddington officeAt Moto, we believe in fostering a supportive and empowering workplace where everyone has the opportunity to thrive. If you're passionate about delivering quality, love problem-solving, and enjoy being part of an award winning team that values collaboration, we'd love to welcome you!We're shaping the future of motorway rest stops, and we want you to be part of this exciting journey.About the RoleWe're looking for a 2nd Line Service Delivery Analyst to join our Business Technology team, providing high-quality technical support to colleagues across our sites and central offices.This is a hands-on role where you'll own and resolve incidents, support business-critical systems, and act as a key escalation point from our 1st Line team. You'll work closely with internal 3rd Line teams and external suppliers, helping to keep Moto's technology services
running smoothly and reliably.If you enjoy troubleshooting, taking ownership, and making a real impact on day-to-day operations, this could be a great next step.Why Join Us? Bonus: Up to 15% bonus Time off: 25 days holiday Exclusive discounts: Up to 60% off for you, your partner, and loved ones Inclusive benefits: Enhanced maternity, paternity, pension, sick pay & life assurance Career development: Fantastic training opportunities, including funding for qualificationsYour ResponsibilitiesProviding a consistently high standard of customer service and professional IT supportActing as a 2nd line escalation point, owning incidents through to resolutionDiagnosing and resolving technical issues remotely and, where needed, onsiteSupporting end-user systems, Microsoft 365, networking and business-critical applicationsBuilding and rebuilding laptops and deploying softwareEscalating issues to 3rd line teams and suppliers with clear diagnostics and evidenceMaintaining accurate and
high-quality ticket updatesContributing to root cause analysis, problem management and service improvementCreating and improving knowledge base articles to support first-time fixSupporting the training and development of 1st Line analystsTaking part in out-of-hours and on-call support, including some weekend workingWhat You'll BringStrong Windows desktop administration experience in a business environmentStructured troubleshooting and fault-finding skills including IP networking issuesActive Directory and Group Policy administrationMicrosoft 365 support (Exchange Online, Teams, SharePoint)Microsoft Intune device managementExperience with OS and application deploymentEndpoint security support (antivirus, malware, phishing response)Understanding of TCP/IP, DNS and DHCPExperience diagnosing wired and wireless connectivity issuesAbility to gather logs and evidence for effective escalationAwareness of how network performance impacts services such as EPOS and telephonyPersonal & Professional
SkillsA strong sense of ownership and accountabilityClear, confident communication with technical and non-technical colleaguesA calm, methodical approach in high-pressure situationsProactive mindset focused on service stability and improvementStrong attention to detail and documentationA team-focused attitude and a willingness to keep learningWe offer flexible working arrangements, including options to adjust your hours, work compressed schedules, or follow a fixed shift pattern to support your work-life balance. Ready to be part of something exciting? Join Moto in our mission in brightening peoples' journeys through life. APPLY NOW!INDCS