Second Line Support Analyst

Department: Ampa Group Services
- Chief Information Office
- Technology Operations
- Technology Operations - 9453

Employment Type: Permanent
- Full Time

Location: South

Reporting To: Chris Andrews

Team: IT

Location: Office based in one or more of our UK client sites and hubs, within a geographical area. Ideally this role will be located in the Southern region, covering coastal & other offices.

Reporting to: Service Operations Manager

We are looking for a experience Second Line (L2) Service Desk Analyst to join our multi-functional IT team within the Technology Operations department, providing support and troubleshooting assistance for both standard & bespoke software, and provision & management of IT hardware to a user base of over 1500 staff across multiple UK locations.

The role will be mainly office based, with flexible working opportunities where possible.

The working pattern will be 37 hours weekly, covering core Business Support hours. These are typically between 09:00 and 17:30 Monday to Friday, however flexibility for extended coverage between 07:00 and 19:00 and beyond, on a rotational basis, may be required.

The Second Line Service Desk perform an essential Support function, sitting between our Level 1 IT Service Desk and Level 3 resolver groups. They work with both, as well as our 3rd party partners and suppliers, to provide hardware & software technical Support for standard company applications & devices, as well as custom, bespoke and in-house applications.

We are looking for a motivated, experienced and professional person who is able to thrive in a fast-paced environment and work well with customers, peers and suppliers to deliver a great quality of customer service, backed up by sound technology & processes knowledge.

• 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 Level 2 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 L3.
• 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 escalation support inefficiencies, process challenges & related solutions.

• A minimum of 2-3 years experience working in an IT Service Desk 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.
• A knowledge of laptop, mobile, printer & 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…