Second Line Support Analyst

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

Location: Office based in one or more of our UK client sites and hubs, within a geographical area. Ideally this role will be located in the Southern region, covering coastal & other offices.

Reporting to: Service Operations Manager

Role Context

We are looking for a experience Second Line (L2) Service Desk Analyst to join our multi-functional IT team within the Technology Operations department, providing support and troubleshooting assistance for both standard & bespoke software, and provision & management of IT hardware to a user base of over 1500 staff across multiple UK locations.

The role will be mainly office based, with flexible working opportunities where possible.

The working pattern will be 37 hours weekly, covering core Business Support hours. These are typically between 09:00 and 17:30 Monday to Friday, however flexibility for extended coverage between 07:00 and 19:00 and beyond, on a rotational basis, may be required.

Role Purpose

The Second Line Service Desk perform an essential Support function, sitting between our Level 1 IT Service Desk and Level 3 resolver groups. They work with both, as well as our 3rd party partners and suppliers, to provide hardware & software technical Support for standard company applications & devices, as well as custom, bespoke and in-house applications.

We are looking for a motivated, experienced and professional person who is able to thrive in a fast-paced environment and work well with customers, peers and suppliers to deliver a great quality of customer service, backed up by sound technology & processes knowledge.

What you will be doing:

• Provision of Desktop hard & software support onsite including Walk-ups & remotely.
• Carrying out varied Support duties, primarily L2 but also some L1, and potentially L3 tasks where the need arises, including as role & skill development opportunities.
• End to end ownership of Level 2 Support Incidents, Requests and Ticket Tasks.
• Diagnosis, troubleshooting & technical resolution of Hardware & software issues.
• Ticket management including triage, logging, monitoring, tracking and reassigning.
• Providing quality updates on tickets, including those passed to other resolver teams.
• Adherence to SLA & OLA targets, ensuring highly functioning Support Operations.
• Creation & maintenance of Knowledge Articles for team and First Line Service Desk.
• Tracking & managing Soft & Hardware Assets & Access, including devices & licenses.
• Identification of, and training for Shift Left activities, including L2 – L1, and L3 to L3.
• Enforcing robust JML fulfilment assuring reliable & timely onboarding experience.
• Contribute to the ongoing improvement of associated ITIL processes & practices– Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident & Problem etc.
• Identify and escalation support inefficiencies, process challenges & related solutions.

What you will need:

• A minimum of 2-3 years experience working in an IT Service Desk environment.
• Working knowledge of Windows 10-11, M365 & supporting Windows OS.
• The ability to provide user account management across multiple systems & services.
• Varied technical skills across a broad range of standard Business applications.
• A knowledge of laptop, mobile, printer & other device setup and troubleshooting.
• Some understanding of general office, VPN, networking and connectivity principles.
• Appreciation of support provision across bespoke & in-house applications.
• Adept at building relationships between IT teams and with end users.
• Excellent communication skills, committed to delivering great client service.
• Able to minimise escalations and safeguard the customer experience.

About you:

• Highly enthusiastic, willing to go the extra mile and beyond the job description. Respectful towards others, and able to communicate with stakeholders at all levels.
• A positive and ‘can do’ attitude – suggesting solutions where challenges are faced. Keen to learn, ambitious in driving your own development & career progression.
• Proactive in taking ownership of issues and juggling a variety of work activities.

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Manchester, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Seaford, Storrington, Southampton & Tunbridge Wells.

Additional information

Want to find more about our amazing benefits?

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

Join Ampa Group – the house of brands reshaping legal and professional services

Ampa Group is the name behind leading brands like Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and more. We bring them together through shared culture, infrastructure and career opportunities - giving our people the freedom to grow, explore and make an impact across a family of ambitious brands.

We believe in the power of &. Corporate & human, purposeful & profitable, ambitious & inclusive. With empowered working, genuine flexibility, and award-winning development, we back our people to do their best work in the way that works for them.

You’ll find real collaboration here, not just words. Access to multi-brand experiences, modern tech, and a culture that encourages you to think boldly, be yourself, and shape a career that excites you.