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2nd Line Support Analyst

  • Location: London
  • £ Salary: Up to £37800.00 per annum per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Technology
  • Contact: Sam Johnson
  • Start Date: asap
  • Expiry Date: 03 December 2023
  • Job Ref: JN -112023-482371

Position: 2nd Line IT Support Analyst

Location: London

Type: Full-Time

Salary: up to £37,800 per annum

About Us: Are you a skilled IT Support Analyst with a passion for providing top-notch customer service and technical expertise? We have an exciting opportunity for you to join our fast-paced service desk and end-user computing team in the heart of the City. As a 2nd Line IT Support Analyst, you will play a vital role in ensuring our users receive timely and effective technical support for both hardware and software. If you have at least 4 years of IT support experience and are ready to take on this challenge, we want to hear from you!

Key Responsibilities:

  • Serve as the initial point of contact for user queries, providing responsive technical support to both remote and onsite users.
  • Handle a variety of hardware and software issues, including laptops, MFDs, telephony, and AV equipment in our meeting rooms.
  • Log, assign, and resolve incidents, requests, and problems within agreed service level agreements.
  • Offer 1st and 2nd line support via telephone, email, MS Teams, and face-to-face interactions.
  • Diagnose hardware and software faults, escalating issues to relevant teams when necessary.
  • Install, configure, and maintain hardware and software applications.
  • Contribute to the creation and maintenance of knowledge articles, department documentation, and procedures.
  • Support IT Asset Management procedures to manage software and hardware assets efficiently.


  • Previous experience in a service desk/desktop support role.
  • Proven ability to support users both remotely and face-to-face.
  • Experience in troubleshooting hardware, including workstations, laptops, and printers.
  • Proficiency in Microsoft 365, Microsoft Exchange, Microsoft Azure, Windows 10, and SCCM.
  • Familiarity with ITSM/Helpdesk tools.
  • Knowledge of networking technologies (both wired and wireless) would be advantageous.
  • Strong problem-solving and fault-finding skills.
  • Excellent written and verbal communication skills.
  • Exceptional customer service skills.

Benefits Package:

  • Hybrid working pattern (40% in the office).
  • 26 days of annual leave (excluding 8 public holidays) with the option to buy or sell up to five days each year.
  • Private medical and dental insurance.
  • Generous company pension scheme.
  • Life Assurance.
  • Cycle to Work scheme.