Field User Analyst; 2nd line support

Position: Field User Analyst (2nd line support)
2nd Line IT Support Analyst (Field Based)

Initial 6-Month Contract

PAYE - £37,700 per annum (pro rata)

Bristol based - on-site initially, hybrid opportunity thereafter.

About

We are recruiting a 2nd Line IT Support Analyst to provide hands-on End User Computing support within a large UK Utilities organisation. This role supports internal employees only and is suited to someone who enjoys practical troubleshooting, customer interaction, and working across multiple sites!

The role will be fully on-site initially, with some hybrid working available once established. The position is primarily based in Bristol, with occasional travel to nearby locations.

Key Responsibilities

Provide 2nd line Windows support for desktops, laptops, and peripherals
Resolve incidents and service requests face-to-face, remotely, and by phone
Install, configure, and replace PCs and printers
Escalate complex issues where required and work with wider IT teams
Maintain accurate ticket updates and asset records
Deliver a professional, customer-focused support service

Essential Experience

Proven experience in a 2nd line IT support or field support role
Strong Windows OS troubleshooting skills
Experience supporting users in a corporate / enterprise environment
Excellent communication and customer service skills
Ability to work independently and manage workload effectively
Full UK driving licence (essential)

Desirable

Experience using JIRA or similar ticketing systems
Exposure to Active Directory, SCCM, or Exchange
IT support or administration certification

Is this of interest? If so, apply now with an up-to-date CV for consideration!

Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive