IT Second Line Support Analyst

Role Title: IT Second Line Support Analyst

Responsible to: IT Second Line Team Leader

Role Purpose: As an IT Second Line Support Analyst, your main responsibility will be to provide second line technical support, advice, and guidance to IT Department customers. You will ensure that all incidents and service requests are resolved or fulfilled in a timely and appropriate manner, following relevant processes. Additionally, you will collaborate closely with colleagues across the department to foster effective working relationships and ensure smooth inter-team cooperation in order to best support our customers. Researching and developing technical solutions for customer queries and requests will also be part of your role.


  • Work as part of a team of Second Line Support Analysts, delivering second line and desktop support services to the business.
  • Resolve or fulfill all incidents, service requests, and assigned tasks in accordance with standard processes and agreed service levels.
  • Assist in organizing and delivering remote support visits, attending remote sites, or coordinating with external support providers as needed.
  • Manage the procurement, configuration, deployment, and disposal of user IT equipment (laptops, tablets, smartphones, etc.) in compliance with relevant asset management processes.
  • Conduct all Second Line function activities within the scope of defined processes, such as incident, problem, change, knowledge, and request fulfillment management.
  • Participate in the incident management triage process, ensuring the timely and efficient processing of incidents across the IT Department.
  • Contribute to technical processes related to Windows image build and deployment.
  • Assist in the development and implementation of ITIL Service Management processes (e.g., problem or knowledge management) when required.
  • Collaborate with the IT Second Line Team Leader to continuously improve working practices, processes, and standards within the Second Line team.
  • Support, mentor, and develop First Line staff, enhancing skill sets and elevating the technical capabilities of the team.
  • Proactively identify risks and ensure that all IT-related Second Line activities operate within a suitable internal controls environment.

Knowledge/Skills/Experience/Physical Requirements: Essential:

  • Significant experience working in a support role within a busy IT technical support environment.
  • Extensive experience in diagnosing and rectifying faults.
  • Strong knowledge and experience with hardware, software, and mobile technologies.
  • Proficiency with various technologies, including Active Directory, GPO, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, Networking (LAN, Wi-Fi, VPN), etc.
  • Demonstrable experience using service management toolsets.
  • Proven experience in liaising with both internal and external suppliers and contractors.
  • Ability to stay updated and adapt to new technology and tools for internal IT use and identify potential applications within the business.
  • Ability to work under pressure while maintaining a strong customer service ethic.
  • Excellent written and oral communication skills, including the ability to produce clear and concise work instructions and support documentation.
  • Possession of a full driving license and willingness to provide support to sites across the Midlands, East, and South East on occasion, as required.


  • ITIL Service Management Foundation v3 Certificate or equivalent.
  • Microsoft certification and/or equivalent work-related experience within a Second Line technical support role.
  • Experience with Windows image build, configuration, and deployment.