Second Line IT Support Specialist

Ampa - Legal & Professional Services; Greater London; On-site; GBP 31,000 - 42,000; Full time

Benefits offered by this job

Flexible/hybrid working

Blended Agile working

Job summary

Ampa Group is seeking a Second Line Service Desk Analyst to join the IT team. The role will be office-based with some flexibility, supporting a 1500+ user base across multiple UK sites and hubs.

You will handle L2 incidents, manage hardware/software issues, and work with internal teams and suppliers to deliver high-quality IT support. The role requires 2–3 years in an IT service desk, strong communication skills, and experience with Windows 10-11, M365, and asset management.

Qualifications

• 2–3 years of IT Service Desk experience.
• Working knowledge of Windows 10–11 and M365.
• Ability to manage user accounts across multiple systems.
• Broad knowledge of office apps, VPN, networking basics.
• Excellent communication with clients and colleagues.

Responsibilities

• Provide desktop hardware and software support onsite and remotely.
• Handle L2 and some L1/L3 tasks as needed.
• Own end-to-end resolution of Level 2 incidents and requests.
• Diagnose and resolve hardware and software issues.
• Manage tickets: triage, log, monitor, and reassign as needed.
• Provide timely ticket updates to users and other resolver teams.
• Adhere to SLA/OLA targets to ensure smooth operations.
• Create and maintain Knowledge Articles for the team and First Line Desk.
• Track and manage assets like devices and licenses.
• Support Shift Left initiatives linking L2/L1 and L3 teams.
• Support onboarding processes to ensure reliable experiences.
• Contribute to ITIL process improvements across IT services.
• Identify inefficiencies and propose solutions.

Skills

IT support

Windows 10-11

M365

User accounts

VPN & networking

Communication

Customer service

Tools

Windows OS

M365

VPN

Job description

Ampa Group is seeking a Second Line Service Desk Analyst to join the IT team. The role will be office-based with some flexibility, supporting a 1500+ user base across multiple UK sites and hubs.

You will handle L2 incidents, manage hardware/software issues, and work with internal teams and suppliers to deliver high-quality IT support. The role requires 2–3 years in an IT service desk, strong communication skills, and experience with Windows 10-11, M365, and asset management.