L2 IT Service Desk Engineer – Hybrid UK South

Ampa; England; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible working

UK hub locations

Job summary

Ampa is seeking a Second Line Service Desk Analyst to join our IT team. The role focuses on delivering desktop hardware and software support, resolving Level 2 incidents, and maintaining a high standard of customer service across multiple UK sites.

Based in the South, the role supports hybrid working and offers a flexible approach to working patterns. You will work closely with Service Operations and the IT teams to ensure smooth incident resolution and knowledge sharing.

Qualifications

• 2–3 years experience in an IT Service Desk environment.
• Strong working knowledge of Windows 10-11 and M365.
• Ability to manage user accounts across multiple systems and services.
• Broad technical skills across standard business applications.
• Experience setting up laptops, mobiles, printers and other devices.

Responsibilities

• Provide desktop hardware and software support on-site (walk-ups and remote).
• Handle Level 2 incidents and requests, with some Level 1/3 tasks as needed.
• Own end-to-end resolution of Level 2 issues and ticket tasks.
• Diagnose and resolve hardware and software issues.
• Manage tickets with triage, logging, monitoring and reassignment.
• Provide timely updates to tickets and collaborate with other resolver teams.
• Adhere to SLA/OLA targets and quality service delivery.
• Create and maintain Knowledge Articles for the team and First Line Desk.
• Track and manage assets and licenses; support JML activities.
• Contribute to ITIL process improvements and onboarding workflows.

Skills

IT Service Desk

Windows 10-11

M365 support

Customer service

Tools

VPN

Networking basics

Active Directory

Asset management

Job description

Ampa is seeking a Second Line Service Desk Analyst to join our IT team. The role focuses on delivering desktop hardware and software support, resolving Level 2 incidents, and maintaining a high standard of customer service across multiple UK sites.

Based in the South, the role supports hybrid working and offers a flexible approach to working patterns. You will work closely with Service Operations and the IT teams to ensure smooth incident resolution and knowledge sharing.