2nd Line Service Desk Analyst

Role Information

We're looking for a talented 2nd Line Service Desk & End User Computing Analyst to join our Technology team and play a key role in delivering exceptional IT support across the businessc.

This is far more than a traditional 2nd Line support role.

You'll act as the technical owner for End User Computing services, taking responsibility for complex incidents, supporting modern endpoint technologies, and helping shape the future of our workplace technology estate.

Working closely with Service Desk colleagues, infrastructure teams, suppliers, and business stakeholders, you'll ensure our users receive outstanding support while maintaining secure, compliant, and reliable systems.

What You'll Be Doing

Owning and resolving complex IT incidents and service requests.
Supporting and administering Microsoft Intune, Entra ID, Autopilot and Endpoint Management solutions.
Managing Windows, Android, iOS/iPadOS and macOS devices across their lifecycle.
Deploying, configuring and troubleshooting business applications and endpoint technologies.
Maintaining security, compliance, patching, encryption and device management policies.
Building knowledge articles, technical documentation and support guides.
Identifying trends and driving continuous service improvement initiatives.
Collaborating with internal teams and third-party suppliers to deliver exceptional customer service.

What We're Looking For

We're seeking someone with strong technical capability and a passion for customer service.

You'll ideally bring experience in:

Microsoft 365, Exchange Online, Active Directory & Entra ID
Microsoft Intune, Endpoint Manager & Autopilot
Windows 11, Azure and BitLocker
Mobile Device Management (MDM) and Mobile Application Management (MAM)

Endpoint security, compliance and device lifecycle management
Supporting Windows, Android, Apple and macOS devices
Creating technical documentation and knowledge articles

What Makes You Successful

A natural problem solver who enjoys tackling technical challenges.
Customer-focused with excellent communication skills.
Organised and able to manage multiple priorities.
Collaborative, proactive and eager to share knowledge.
Passionate about improving services through automation and innovation.

Qualifications

ITIL certification or demonstrable ITIL knowledge.
Microsoft Azure Fundamentals (AZ-900) certification is desirable

2nd_Line_Service_Desk_Analyst_Role_Profile (1).docx

Who are we?

Sciensus has been at the forefront of patient-centred healthcare for over 30 years. We deliver complex clinical care at home in the UK and help biopharma companies navigate the complexity of bringing their products to market across Europe, supporting more than 300,000 patients a year living with cancer, chronic conditions and rare diseases. Our mission is simple: to help patients quickly access and make the most of life-changing medicines. We do that through a team of more than 1,650 colleagues, including over 500 licensed clinical professionals, combining clinical expertise, digital innovation and operational scale to deliver care closer to home.

We're proud to be Great Place to Work® Certified™ in both the UK and Switzerland, based on direct feedback from our colleagues. Our people tell us they value the difference they make for patients, the support of their teams and a shared sense of purpose. We're committed to listening to that feedback, building on what's working well and continuing to make Sciensus a place where colleagues can grow, contribute and do meaningful work.

If you want to be part of a business where your work has a direct impact on patients' lives, we'd love to hear from you.

What do we offer our people?

We work hard to make sure colleagues feel motivated, developed, and recognised for the great work they do. Additional to a competitive salary, we also offer a comprehensive benefits package including:

- 25 days annual leave plus bank holidays
- Yearly pay reviews
- Contribution based pension scheme
- Life assurance
- Employee benefits platform (retailer discounts and much more)
- Private medical (after qualifying period)
- Ongoing learning and development opportunities
- Annual company event
- In the Burton Upon Trent office we have an onsite gym, canteen, prayer room, and quiet room



Our Values

We are a Disability Confident Committed Employer and we have also successfully gained the National Equality Standard (NES is the UK’s leading Equity, Diversity and Inclusion standard which was developed by the UK Government and the CBI). We are committed to the fair treatment of all candidates, regardless of race, gender, religion, sexual orientation, age or disability. We welcome applications from all and we select candidates based on skills, qualifications, and experience. Please talk to us during the application process to discuss any reasonable adjustments you may require.

We are committed to achieving Net Zero and reducing our ecological footprint. We are constantly working on new initiatives, some of our more recent ones include working towards Level 2 in the Greener Pharmacy Toolkit and replacing many of our vans with lower CO2 emission models. For information on other projects and our wider approach to sustainability please visit our corporate website.

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