2nd Line Support Analyst

We are now seeking a proactive and technically adept 2nd Line Support Analyst to join our IT support team. In this role, you will serve as a key escalation point for incidents passed from our IT contact centre taking ownership of resolution or ensuring clear and complete escalation to 3rd Line or external vendors. You'll play a vital role in diagnosing root causes, maintaining documentation, and contributing to service improvements.

Duties will include, but not be limited to the following:

• Triage and management of incident tickets escalated from our IT Contact Centre.
• Perform root cause analysis and take corrective action for break/fix issues, configuration problems, software installs, and hardware repairs.
• Escalate unresolved issues with complete diagnostics and documentation to 2nd Line senior analysts, 3rd Line teams or vendors.
• Supporting and providing the User Provisioning of new devices to our user base
• Maintain up-to-date and accurate records of incidents in ITSM platforms (e.g., ServiceNow), including logs, actions, SLA updates, and outcomes.
• Collaborate with internal teams and external vendors to resolve cross-functional issues.
• Create and update technical documentation, including knowledge base articles, incident response scripts, and playbooks.
• Identify recurring incidents and contribute to problem management activities and long-term solutions.

• A track record of working in either a 1st or 2nd line support capacity
• Technical experience of Active Directory / Azure AD; MS Office 365 and Endpoint configuration and identity/access management
• Strong diagnostic and troubleshooting skills
• First class communication skills with ability to explain technical concepts to varying audiences
• Excellent time management and workload prioritisation
• Accurate and detailed documentation abilities

It's an exciting time to be part of UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.