2nd Line Service Delivery Analyst
💷 Up to £35,000 dependent on experience
⏳ 37.5 hours per week
🏠 Hybrid – Work from home and our Toddington office

At 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 Role

We’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 qualifications

Your Responsibilities

• Providing a consistently high standard of customer service and professional IT support

• Acting as a 2nd line escalation point, owning incidents through to resolution

• Diagnosing and resolving technical issues remotely and, where needed, onsite

• Supporting end-user systems, Microsoft 365, networking and business-critical applications

• Building and rebuilding laptops and deploying software

• Escalating issues to 3rd line teams and suppliers with clear diagnostics and evidence

• Maintaining accurate and high-quality ticket updates

• Contributing to root cause analysis, problem management and service improvement

• Creating and improving knowledge base articles to support first-time fix

• Supporting the training and development of 1st Line analysts

• Taking part in out-of-hours and on-call support, including some weekend working

What You’ll Bring

• Strong Windows desktop administration experience in a business environment

• Structured troubleshooting and fault-finding skills including IP networking issues

• Active Directory and Group Policy administration

• Microsoft 365 support (Exchange Online, Teams, SharePoint)

• Microsoft Intune device management

• Experience with OS and application deployment

• Endpoint security support (antivirus, malware, phishing response)

  Understanding of TCP/IP, DNS and DHCP

• Experience diagnosing wired and wireless connectivity issues

• Ability to gather logs and evidence for effective escalation

• Awareness of how network performance impacts services such as EPOS and telephony

Personal & Professional Skills

• A strong sense of ownership and accountability

• Clear, confident communication with technical and non-technical colleagues

• A calm, methodical approach in high-pressure situations

• Proactive mindset focused on service stability and improvement

• Strong attention to detail and documentation

• A team-focused attitude and a willingness to keep learning

We 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