Hybrid 2nd Line IT Support Specialist

Compass Group UK & Ireland Ltd; Birmingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Healthcare

Wellbeing support

25 days annual leave + bank holidays

Job summary

Compass Group UK & Ireland Ltd is seeking a 2nd Line Service Desk Analyst in Birmingham, offering flexible hybrid working and a permanent full-time role. The position pays £30,000 plus healthcare, wellbeing support, and generous leave, with a focus on resolving escalated incidents across Microsoft 365, endpoints, and connectivity services.

You will own escalated issues, collaborate with specialist teams, maintain incident records, and contribute to continuous service improvement while upholding

Qualifications

• Experience supporting IT incidents beyond first-line resolution.
• Strong diagnostic and problem-solving skills with structured investigations.
• Knowledge of Microsoft 365, endpoint technologies, user account management and connectivity troubleshooting.
• Experience with incident, request and change management processes.
• Strong customer service and communication skills.

Responsibilities

• Take ownership of escalated incidents and service requests through to resolution or handover.
• Diagnose and resolve complex issues across Microsoft 365, endpoints, access management and connectivity services.
• Investigate technical faults using structured troubleshooting and evidence-based analysis.
• Collaborate with third-line teams, suppliers and technical specialists to restore services quickly.
• Maintain accurate incident records, diagnostic information and resolution documentation.
• Support major incident response activities and service restoration efforts.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Create knowledge articles and coach first-line colleagues on diagnosis and resolution techniques.
• Support testing activities for approved fixes, releases and service improvements.
• Ensure compliance with security, access control, data protection and change management processes.

Skills

Strong diagnostic and problem-solving

Experience IT incidents support

Microsoft 365 knowledge

ITSM platforms experience

Security awareness

Tools

ITSM tools

Job description

Compass Group UK & Ireland Ltd is seeking a 2nd Line Service Desk Analyst in Birmingham, offering flexible hybrid working and a permanent full-time role. The position pays £30,000 plus healthcare, wellbeing support, and generous leave, with a focus on resolving escalated incidents across Microsoft 365, endpoints, and connectivity services.

You will own escalated issues, collaborate with specialist teams, maintain incident records, and contribute to continuous service improvement while upholding