Second Line Service Desk Analyst – 12 month FTC Location: Southern region with travel – On‑site 5 days a week. We are looking for a Second Line Support Analyst to join our team, based in the Southern region to support our network of offices. Role Context We are looking for an experienced Second Line Support Analyst to join our multi‑functional IT team within the Security & Technology Operations department, providing support and troubleshooting assistance for standard & bespoke software, and provision & management of IT hardware to a user base of over 1,500 staff across multiple UK locations. The role will be mainly office based, with flexible working opportunities where possible. The working pattern is 37 hours per week, covering core business support hours between 09:00 and 17:30 Monday to Friday, with possible extended coverage on a rotational basis between 07:00 and 19:00. Role Purpose The Second Line Support Team performs an essential support function, sitting between our Level 1 IT Service Desk and Level 3 Technical teams. 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 & professional candidate who can 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. 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. 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 the 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. Identify and consolidate 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.

About us:

Highly enthusiastic, willing to go the extra mile and beyond the job description. Respectful towards others, and able to communicate with stakeholders at all levels. A positive and ‘can do’ attitude – suggesting solutions where challenges are faced. Keen to learn, ambitious in driving your own development & career progression. Proactive in taking ownership of issues and juggling a variety of work activities.

Benefits We embrace agile working and offer a blended approach to where and how we work, giving employees flexibility and a balance between onsite and remote work. Equal opportunities Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs. #J-18808-Ljbffr