Second Line Support Analyst

Ampa - Legal & Professional Services

. Provide onsite and remote desktop hardware and software support, including walk-ups .

Posted 10/28/2026full-timeBristol • United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Level 2 IT support, including troubleshooting hardware and software issues, managing user accounts, and adhering to SLA and OLA targets. Proficient in creating knowledge articles and improving ITIL processes while delivering exceptional client service across multiple locations.

Highest-signal resume keywords

Level 2 SupportWindows 10-11M365ITIL ProcessesUser Account Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingHardware SupportSoftware SupportTicket ManagementAsset ManagementVPN KnowledgeNetworking PrinciplesDevice SetupBusiness ApplicationsIncident Management

Soft Skills

Excellent CommunicationClient Service CommitmentRelationship BuildingProblem-SolvingFlexibility

Industry Keywords

IT Service DeskSLAOLAShift Left ActivitiesJoiner Mover LeaverRequest FulfilmentService CatalogueIncident ManagementProblem ManagementThird-Party Support

About the role

Key responsibilities & impact

Provide onsite and remote desktop hardware and software support, including walk-ups
Perform primarily Level 2 support duties, with some Level 1 and potentially Level 3 tasks
Own Level 2 incidents, requests and ticket tasks end to end
Diagnose, troubleshoot and resolve hardware and software issues
Triage, log, monitor, track and reassign tickets
Provide quality ticket updates, including for tickets passed to other resolver teams
Adhere to SLA and OLA targets
Create and maintain knowledge articles for the team and First Line Service Desk
Track and manage software and hardware assets and access, including devices and licences
Identify and train for Shift Left activities across support levels
Enforce robust joiner, mover and leaver fulfilment to support reliable onboarding
Contribute to improving ITIL processes and practices, including Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident and Problem Management
Identify and escalate support inefficiencies, process challenges and solutions
Support over 1,500 staff across multiple UK locations
Work with Level 1 and Level 3 resolver groups, third-party partners and suppliers

Requirements

What you’ll need

A minimum of 2-3 years experience working in an IT Service Desk environment
Working knowledge of Windows 10-11, M365 and supporting Windows OS
Ability to provide user account management across multiple systems and services
Varied technical skills across a broad range of standard business applications
Knowledge of laptop, mobile, printer and other device setup and troubleshooting
Understanding of general office, VPN, networking and connectivity principles
Appreciation of support provision across bespoke and in-house applications
Ability to build relationships between IT teams and end users
Excellent communication skills and commitment to delivering great client service
Ability to minimise escalations and safeguard the customer experience
Willingness to work core business support hours, with rotational flexibility for coverage between 07:00 and 19:00 and beyond
Subject to employment confirmation checks after accepting an offer

Benefits

Comp & perks

Agile working with a blended approach to where and how employees work
Flexible working opportunities where possible
Access to UK hubs across Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Manchester, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon, Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Seaford, Storrington, Southampton and Tunbridge Wells
Equal opportunities workplace
Support for individuality, diversity and inclusion