Second Line Support Analyst

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
West Sussex
TYPE
Full-time
LEVEL
Associate
CATEGORY
Technology
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Windows 10-11 M365 IT Support Troubleshooting Hardware Support Software Support Communication Skills User Account Management

FULL DESCRIPTION

We are looking for an experienced Second Line Support Analysts to join our team, based in the Southern region to support our network of offices.

What you will be doing:

  • Provision of Desktop hard & software support onsite including Walk-ups & remotely.

  • Carrying out varied Support duties, primarily L2 but also some L1, and potentially L3 tasks where the need arises, including as role & skill development opportunities.

  • End to end ownership of Second Line Support Incidents, Requests and Ticket Tasks.

  • Diagnosis, troubleshooting & technical resolution of Hardware & Software issues.

  • Ticket management including triage, logging, monitoring, tracking and reassigning.

  • Providing quality updates on tickets, including those passed to other resolver teams.

  • Adherence to SLA & OLA targets, ensuring highly functioning Support Operations.

  • Creation & maintenance of Knowledge Articles for team and First Line Service Desk.

  • Tracking & managing Soft & Hardware Assets & Access, including devices & licenses.

  • Identification of, and training for Shift Left activities, including L2 – L1, and L3 to L2.

  • Enforcing robust JML fulfilment assuring reliable & timely onboarding experience.

  • Contribute to the ongoing improvement of associated ITIL processes & practices– Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident & Problem etc.

  • Identify and escalate support inefficiencies, process challenges & related solutions.

What you will need:

  • A minimum of 2-3 years experience working in an IT Support role & environment.

  • Working knowledge of Windows 10-11, M365 & supporting Windows OS.

  • The ability to provide user account management across multiple systems & services.

  • Varied technical skills across a broad range of standard Business applications.

  • Knowledge of laptop, mobile, printer, AV & other device setup and troubleshooting.

  • Some understanding of general office, VPN, networking and connectivity principles.

  • Appreciation of support provision across bespoke & in-house applications.

  • Adept at building relationships between IT teams and with end users.

  • Excellent communication skills, committed to delivering great client service.

  • Able to minimise escalations and safeguard the customer experience.

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