Second Line Support Analyst

HCR Law

Cheltenham

On-site

GBP 30,000 - 45,000

Full time

14 days+

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Benefits offered by this job

28 days annual leave

Electric vehicle scheme

Perks at Work benefits portal

Cycle to Work scheme

Job summary

A prominent legal firm in Cheltenham is seeking a Second Line Support Analyst to elevate their IT support function. This role involves tackling escalated technical issues and providing exceptional service to users, while enhancing overall IT processes. The ideal candidate will have strong experience in Microsoft 365 tools, exceptional troubleshooting skills, and great communication abilities. This position offers a full-time role with comprehensive benefits including 28 days of annual leave and an electric vehicle scheme.

Qualifications

Strong knowledge of Microsoft 365 tools, especially Teams and SharePoint.
Experience supporting Windows 10/11 and other business applications.
Clear communication with both technical and non-technical users.

Responsibilities

Handle escalated incidents and service requests from First Line Support.
Provide remote and on-site support for end users.
Ensure compliance with IT policies and security standards.

Skills

Microsoft 365 knowledge

Troubleshooting skills

Communication skills

Ability to work independently

End user training

Education

Degree in IT or related field

Tools

Microsoft Endpoint Manager

Azure AD

Job description

Second Line Support Analyst

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Direct message the job poster from HCR Law

We’re looking for a Second Line Support Analyst who’s ready to take the next step in their IT career. If you’ve gained solid experience in First Line Support and are eager to tackle more complex challenges, this is your opportunity to grow, contribute, and be part of a collaborative and forward‑thinking IT team.

As a Second Line Support Analyst, you’ll be the go‑to expert for escalated technical issues, ensuring smooth operation of our IT systems and delivering outstanding service to our users. You’ll play a key role in maintaining high service availability, resolving complex problems, and driving continuous improvement across the IT function.

What You’ll Be Doing:

Incident and Request Management
- Handle incidents and service requests escalated from First Line Support.
- Diagnose, troubleshoot, and resolve hardware, software, and network‑related issues.
- Escalate unresolved issues to third‑line support or specialist teams with clear documentation.
- Ensure service levels (SLAs) are met for response and resolution times.
Technical Support
- Provide remote and on‑site support for end users across the organisation.
- Support core business applications, operating systems, and peripherals.
- Configure and install hardware such as laptops, printers, and other devices.
- Perform software installations, updates, and patch management.
- Full‑time, with flexibility to support out‑of‑hours maintenance or escalations.
- Travel between HCR Law offices as required.
End User Experience and Communication
- Act as a point of contact for users requiring deeper technical support.
- Communicate technical solutions in a clear, user‑friendly manner.
- Provide guidance and informal training to users to improve confidence and adoption of tools.
System and Infrastructure / Server Support
- Support and maintain Active Directory, Exchange/Office 365, and other enterprise systems.
- Manage user accounts, permissions, and access rights.
- Assist in monitoring system performance and network connectivity.
- Support backup and recovery operations.
Microsoft Platform & Teams Adoption
- Act as a subject matter expert for Microsoft 365 tools, especially Teams, Outlook, SharePoint, and OneDrive.
- Support Teams lifecycle management including setup, permissions, guest access, and integrations.
- Promote best practices and drive adoption of Microsoft collaboration tools.
- Identify opportunities to improve digital workflows and user experience.
Customer Service
- Deliver excellent customer service through clear and professional communication.
- Keep users informed of progress and resolution timelines for their incidents or requests.
- Manage expectations effectively and maintain professionalism in all interactions.
Administration and Documentation
- Maintain accurate and detailed records of all support interactions in the service management system.
- Update and contribute to the IT knowledge base with troubleshooting steps and solutions from third‑line teams, specialist groups, or suppliers.
- Ensure compliance with IT policies, security standards, and data protection regulations.
- Help train First Line Support Analysts by sharing knowledge and best practices.
Teamwork and Continuous Improvement
- Work collaboratively with colleagues across IT to ensure seamless support for end users.
- Share knowledge with the wider team to improve overall service desk capability.
- Identify opportunities to improve processes, reduce repeat incidents, and enhance the
- Participate in service reviews and contribute to IT improvement initiatives.
- Apply familiarity with the ITIL framework, including incident, service request, change, and problem management.

What You’ll Bring:

Strong knowledge of Microsoft 365, especially Teams, Outlook, SharePoint, and OneDrive
Experience supporting Windows 10/11 and Microsoft Endpoint Manager (Intune)
Excellent troubleshooting and problem‑solving skills
Clear and professional communication with technical and non‑technical users
Ability to work independently and collaboratively across teams.
Familiarity with Power Platform (Power Automate, Power Apps)
Experience with Azure AD, Exchange Online, and Teams governance
Understanding of ITIL principles and service management practices
Degree or equivalent qualification in IT or related field (preferred)
Full UK driving licence

Benefits of working with us: