2nd Line Support Analyst

Job Type:
Cloud & Infrastructure
Job reference:
2 months ago

2nd Line Support Analyst - Burton upon Trent / Hybrid Working

£26,000 + Excellent Benefits Package

Well Established organisation looking for a 2nd Line Support Analyst to join their growing team.

In this role, you will

In this role, you will provide an effective escalation point for all IT support queries ensuring tickets are handled and resolved or reassigned as quickly and efficiently as possible. This will require working with 1st line, 3rd line support teams as well as third-parties to resolve in depth technical incidents escalated from 1st line support whilst also ensuring fixes and any knowledge gained is shared with the Service Desk.

The client is offering a hybrid working model which allows great flexibility, alongside a very competitive benefits package and great progression opportunities.

As a 2nd Line Support Analyst, your main functions and responsibilities will be:

  • Support, install and configure end user IT systems, printers and third-party software for business employees.
  • Ensure SLA's are met by responding, resolving or escalating tickets in a timely manner.
  • Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner
  • Provide a professional and high-quality customer support service adhering to service management principles
  • Manage, build and deploy our Windows desktop environment.
  • Troubleshoot desktops, laptops, servers, hardware, software and network faults.
  • Provide general technical advice to customers
  • On occasions provide IT support at other company sites
  • Undertake and support with project work
  • To actively contribute to infrastructure and security maintenance activities such as security patching.
  • Provide support to 1st Line to help upskill and improve knowledge
  • To liaise with and build strong working relationships with key business stakeholders
  • Identify recurring incidents and raise known problems. Raise awareness With Team Leader or IT Service Desk Manager.
  • Ensure all I.T equipment conforms to the required safety standards
  • Create, manage and evolve Policies, Processes and Procedures


  • Strong knowledge of working and supporting Microsoft technologies, software and operating systems such as D365, O365 Active Directory, Exchange, Windows 10, Server 2016+, Azure, SCCM, Intune, Bitlocker and the PowerPlatform.
  • Comprehensive understanding of PC hardware set-up and configuration.
  • Understanding of networking including LAN,WAN and VPN.
  • Experience in leading small-scale projects in the area of desktop support of Personal computers and peripherals
  • Good analytical skills
  • Excellent communication skills and telephone manner
  • Previous IT Service Desk experience
  • Able to write technical documentation and document policies, processes and procedures
  • An enthusiasm for IT and a technical aptitude
  • Results focused and action oriented; displays a positive work attitude

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