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# Second Line Support Analyst

- **Company:** Compass Group PLC
- **Location:** Birmingham, UK
- **Salary:** £30,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Cyber Security, Identity and Access Management, User Administration
- **Published:** November 6, 2026
- **Apply:** https://www.reed.co.uk/jobs/second-line-support-analyst/57537534

## About the Role

* Experience supporting and troubleshooting IT incidents beyond first-line resolution
 * Strong diagnostic and problem-solving skills with a structured approach to investigations
 * Knowledge of Microsoft 365, endpoint technologies, user account management and connectivity troubleshooting
 * Experience working with incident, request and change management processes
 * Strong customer service and communication skills
 * Ability to prioritise workloads and manage expectations effectively
 * Experience working with ITSM platforms and maintaining accurate support records
 * Passion for knowledge sharing, coaching and service improvement
 * Understanding of information security and data protection best practice
 * ITIL Foundation or equivalent service management knowledge would be advantageous

## Description

* Take ownership of escalated incidents and service requests through to resolution or agreed handover
 * Diagnose and resolve complex issues across Microsoft 365, endpoints, access management and connectivity services
 * Investigate technical faults using structured troubleshooting and evidence-based analysis
 * Collaborate with third-line teams, suppliers and technical specialists to restore services quickly
 * Maintain accurate incident records, diagnostic information and resolution documentation
 * Support major incident response activities and service restoration efforts
 * Identify recurring issues and contribute to continuous service improvement initiatives
 * Create knowledge articles and coach first-line colleagues on diagnosis and resolution techniques
 * Support testing activities for approved fixes, releases and service improvements
 * Ensure compliance with security, access control, data protection and change management processes