2nd Line Technical Support Analyst

Hays Recruitment have partnered with Leicestershire County Council in the search for a 2nd Line Technical Analyst to deliver in-depth technical assistance to end users and clients, resolving complex IT issues escalated from the 1st line support team. This position requires strong analytical skills, a thorough understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. The role is pivotal in ensuring smooth operations, maintaining high levels of customer satisfaction, and supporting the ongoing improvement of IT services. Your new role will involve

• Diagnose, troubleshoot, and resolve advanced technical issues escalated from 1st line support, covering hardware, software, network, and application problems.
• Provide technical guidance to 1st line analysts and assist in the development of their technical skills.
• Document all incidents, actions, and resolutions accurately within the ticketing system, ensuring compliance with service level agreements (SLAs).
• Analyse recurring issues and collaborate with other IT teams to identify root causes and implement long-term solutions.
• Install, configure, and maintain IT equipment and software, including desktops, laptops, printers, and mobile devices.
• Support the rollout of software updates, patches, and system upgrades in line with organisational policies.
• Maintain up-to-date knowledge of relevant technologies and participate in ongoing training and development.
• Deliver excellent customer service, managing expectations and keeping users informed throughout the support process.
• Escalate unresolved issues to 3rd line or specialist teams as required, ensuring timely handover and clear communication.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and user guides.

• Proven experience in a technical support or IT helpdesk role, ideally in a 2nd line capacity.
• Strong troubleshooting skills and the ability to resolve complex technical issues independently.
• Excellent knowledge of Windows and/or Mac operating systems, Office 365, and common business applications.
• Understanding of networking concepts (TCP/IP, DNS, DHCP), and experience supporting remote access solutions.
• Familiarity with ITIL best practices and incident management processes.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to prioritise workloads, manage multiple tasks, and work effectively under pressure.
• Relevant IT qualifications (e.g., CompTIA A+, Microsoft Certified, ITIL Foundation) are desirable.