L2 IT Support Analyst – Windows & M365 Expert

Ampa - Legal & Professional Services; West of England; On-site; GBP 26,000 - 36,000; Full time

Job summary

Ampa Group is seeking a motivated Second Line Service Desk Analyst to support over 1,500 staff across multiple UK sites. The role is office-based with flexible working where possible and a 37-hour week, primarily during core hours.

You will own L2 incidents and requests from triage to resolution, troubleshooting hardware and software, and collaborating with L1/L3 teams and partners to deliver reliable IT services within SLAs.

Qualifications

• Minimum 2–3 years' experience in an IT Service Desk environment.
• Experience supporting Windows 10-11 and M365.
• Ability to manage user accounts across multiple systems and services.

Responsibilities

• Provide on-site and remote desktop hardware and software support.
• Handle Level 2 and some Level 1 tasks; potential Level 3 work as needed.
• Own end-to-end resolution of L2 incidents and requests.
• Diagnose and resolve hardware and software issues.
• Manage tickets with triage, logging, and reassignments.
• Provide timely updates to tickets and liaise with resolver teams.
• Adhere to SLA/OLA targets and maintain support quality.
• Create and maintain Knowledge Articles.
• Track assets and licenses; manage JML processes.
• Participate in process improvements across ITIL domains.

Skills

Windows 10-11

M365

User account management

Device setup & troubleshooting

Networking & VPN basics

Support for bespoke/in-house apps

Customer service / communication

Relationship building

Job description

Ampa Group is seeking a motivated Second Line Service Desk Analyst to support over 1,500 staff across multiple UK sites. The role is office-based with flexible working where possible and a 37-hour week, primarily during core hours.

You will own L2 incidents and requests from triage to resolution, troubleshooting hardware and software, and collaborating with L1/L3 teams and partners to deliver reliable IT services within SLAs.