IT Support Analyst (2nd Line)

Job Specification – IT Support Analyst (2nd Line) Location: Brixworth, Northamptonshire Employment Type: Permanent / Fixed-Term Contract- Work Arrangement: Fully Onsite (100% office-based) Start Date: ASAP Salary: £30,000-32,000, plus training opportunities and company benefits About the Role An exciting opportunity has arisen for an experienced 2nd Line IT Support Analyst to provide technical support at a client site in Brixworth.

The successful candidate will have previous experience working within an IT Support or Service Desk environment, with the ability to deliver high-quality IT infrastructure and network support in a customer-focused setting.

Applicants should demonstrate a strong commitment to customer service, hold an ITIL Foundation certification and possess a good working knowledge of ITIL principles and practices. The role involves working in a fast-paced technical environment, managing competing priorities and meeting challenging deadlines.

As services are delivered through both the Service Desk and IT Support functions, excellent communication skills, attention to detail and strong written and spoken English are essential. Purpose of the Role Provide high-quality operational IT support across the business, ensuring the effective delivery of all IT services.

Manage and prioritise workloads efficiently while maintaining clear communication and managing customer expectations. Apply a broad range of technical knowledge and customer service skills to deliver effective IT support and solutions.

Key Responsibilities Provide technical support and implement solutions across all stages of the ITIL service lifecycle. Complete operational and project-related activities within agreed Service Level Agreements (SLAs) and demanding deadlines.

Deliver excellent customer service while providing technical assistance and guidance to other Service Desk team members. Ensure all activities comply with established processes, architectural standards, regulatory requirements, corporate policies and industry best practices.

Build and maintain effective working relationships with internal teams and third-party service providers. Take full ownership of incidents and service requests from initial reporting through to successful resolution and customer confirmation.

Identify opportunities to enhance IT services, processes and procedures, improving overall quality, reliability, availability, security and performance. Support and promote organisational change initiatives and contribute to continuous service improvement. Provide reliable infrastructure and network support to maintain business o...

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