On-Site IT Support Analyst - 2nd Line, Enterprise

University of the Arts London; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

University of the Arts London (UAL) is seeking an experienced 2nd Line IT Support Analyst for a site-based role within its Digital & Technology function. You will work closely with senior IT colleagues to provide expert desktop, laptop, and enterprise system support, ensuring reliable services across campus.

The role involves troubleshooting complex incidents, handling escalated requests from the IT Service Desk, and contributing to deployments, upgrades, and service improvement initiatives.

Qualifications

• 2nd Line IT Support experience in a large enterprise or multi-site environment.
• Experience with Windows and macOS environments, including OS deployment and hardware fault diagnosis.
• Experience with Active Directory, DHCP, DNS and core infrastructure services.
• Familiarity with ITIL-aligned service management processes (incident, problem, change).

Responsibilities

• Provide expert technical support across desktops, laptops and enterprise systems.
• Troubleshoot complex incidents and escalate requests from the IT Service Desk.
• Contribute to deployments, system upgrades and service-improvement initiatives.
• Collaborate with end users, academic and professional services teams and senior stakeholders.

Skills

2nd Line IT support

Windows/macOS

Incident management

Stakeholder liaison

Tools

Active Directory

DNS

DHCP

OS Deployment

ITIL

Job description

University of the Arts London (UAL) is seeking an experienced 2nd Line IT Support Analyst for a site-based role within its Digital & Technology function. You will work closely with senior IT colleagues to provide expert desktop, laptop, and enterprise system support, ensuring reliable services across campus.

The role involves troubleshooting complex incidents, handling escalated requests from the IT Service Desk, and contributing to deployments, upgrades, and service improvement initiatives.