2nd Line IT SD Analyst

Ready to take the next step in your IT support career? We’re looking for a proactive and customer-focused 2nd Line Support Analyst to join our IT team and help keep Welcome Break connected, supported and moving forward.

Technology keeps our 62 service areas, 31 hotels and Support Centre running. Our IT Operations team supports the systems behind our world-class brands, forecourts and growing EV network.

This role is based at our Milton Keynes Support Centre, with some flexible home working (typically 1 week in 4). You’ll work within a shift pattern covering our core hours of 8am to 6pm and take part in an on-call rota, with additional payment for on-call participation.

What a 2nd Line Support Analyst will do:

• Taking ownership of escalated incidents and service requests through to resolution, keeping customers updated along the way.
• Completing structured technical diagnosis using logs, monitoring tools, known errors and supplier documentation.
• Working closely with 1st Line Support, Infrastructure, Applications and third-party suppliers to resolve issues and maintain service quality.
• Prioritising your day-to-day workload in line with business needs and agreed service levels.
• Supporting major incidents, identifying recurring trends and contributing to root cause analysis.
• Maintaining security standards, managing supported assets and helping to improve team knowledge articles.
• Looking for practical ways to improve our systems, processes and end-user experience.
• Travelling to Welcome Break sites when required.

• Minimum three years’ experience in a similar IT support role within an ITIL environment
• Experience using IT service management platforms, with a strong customer service background
• Confidence troubleshooting Microsoft 365, Windows desktop operating systems, Microsoft Entra ID, Active Directory, Group Policy, endpoint hardware and mobile devices
• A good understanding of networking, including TCP/IP, DNS, DHCP, Wi-Fi and VPNs
• Experience with Intune or other endpoint-management tools, remote support, software deployment and site-based technologies
• Basic PowerShell or automation skills would be a real advantage
• A proactive approach, with the ability to take ownership, communicate clearly, balance changing priorities and stay calm in challenging situations

What’s in it for you as a 2nd Line Support Analyst:

• Annual bonus scheme
• Competitive salary plus bonus
• Hybrid and flexible working options
• Enjoy free food in the office, from tasty breakfast rolls to selection of sandwiches, salads, and plenty of tea and coffee throughout the day!
• 30 days’ holiday increase with service
• Contributory pension (after 3 months)
• Employee discounts (50% off onsite KFC, BK, Starbucks and Taco Bell to name a few)
• My Welcome Break discounts - savings at hundreds of retailers
• Structured career path and bespoke training
• Free on-site parking across the business
• Generous discounts on hotel rooms for you and family members
• Apprenticeship opportunities

Welcome Break is one of the UK’s leading motorway service operators, running 61 service areas and 31 hotels across the UK. Working for Welcome Break is not what it may seem to our everyday customer. When you come into one of our sites you will recognise your favourite brands such as Starbucks, Taco Bell, Subway, WHSmith, KFC, Pizza Express and Burger King, as well hotels under the Ramada and Days Inn brands.