Second Line Analyst

Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 218531 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Locations: Milton Keynes or Nottingham or Hatfield 

Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week at our offices, so please bear this in mind when applying 

Join our dynamic 2nd Line Command Support team  where you’ll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Command Analyst, you’ll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customer’s estates. Your insights and expertise will be vital in supporting the team’s success, making a real impact on our customer experience.
  

 What you’ll do

• Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service
• Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environment
• Manage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes
• Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience
• Support infrastructure change implementations, ensuring seamless transitions and minimal disruption

 What you’ll need

• At least three years of experience in 2nd Line infrastructure support, ideally with hands-on experience in resolving server-related incidents
• Strong problem-solving abilities, with the ability to stay calm and efficient in a high-pressure environment
• Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner
• Strong technical skills in the following areas:
  • Microsoft Teams
  • Microsoft Exhange 
  • Microsoft Defender (Mail Hygiene)
  • Microsoft OneDrive for Business
  • Microsoft SharePoint
  • PowerShell
  • AvePoint Cloud Backup

Technical skills in the following areas would be an advantage: 

• • Microsoft Intune 
  • Microsoft Power Platform
  • Microsoft Purview 

Experience of exposure in the following areas: 

• • Microsoft Active Directory Users and Computers 
  • Microsoft System Centeer Operations Manager 

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We’re a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments.  Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!