Support Analyst Central London

Support Analyst (2nd Line Support) Central London £32k - £37k

The purpose of the Support Analyst (2nd Line Support) is to take ownership of support tickets picked up or assigned through the service desk system or over the telephone. To deliver premium 1st & 2nd line support services including hands on resolution and escalation of service calls (incidents and requests) as well as to be involved in the delivery of technological advancements. To work cohesively with other technical resources where required and proactively to ensure service desk tickets are delivered against pre-defined service levels.

The support analyst will be committed to providing the best possible customer service whilst adhering to industry best practise standards and processes in line with business and IT directives.

A key role of the support analyst (2nd Line Support) is to ensure that all support team incidents are recorded accurately and resolved in the shortest time possible and in line with defined service level targets. The position also requires a proactive approach to learning and an eagerness to be involved in office and store projects including all MACs (Moves, Adds, Changes, and Installations) as well as adhering to team processes and assisting in writing documentation.

The support analyst will also recognise possible improvements and enhancements in technology which may improve end-user work efficiency and will proactively seek to assist in the implementation of such enhancements. Documentation and knowledge sharing is an important aspect of teamwork, and every effort should be made to update documentation or sharing knowledge with the team. Be willing to mentor and assist other members of the team.

You will be required to engage in daily team meetings and one to one meetings and share information with the team regarding outstanding issues or potential enhancements.


  • Log, update and undertake IT Service Requests including break/fix issues, user/account administration; joiners and leavers, moves and changes, and application deployment
  • Provide front-line end-user support including ad-hoc training, via telephone, email, remote control, and face to face
  • Escalate issues that are beyond the jobholder’s technical capability or resource capacity directing them to more appropriate resource groups or to Management
  • Technical contact for all end-user & retail IT services & technology as well as all MACs
  • Provide first and second line support and strive to resolve all calls on first contact
  • Escalate technical issues to other teams or third parties and see through to completion
  • Communicate updates to all required parties efficiently and accurately
  • Gather all required details, categorise, and prioritise calls efficiently
  • Be an escalation point for support staff and redirect as/if required
  • Process, monitor, prioritise troubleshoot all support tickets
  • Assist in maintaining all asset & configuration management databases
  • Ensure that stock levels of all stored equipment and consumables are maintained
  • Manage third party escalations through to completion
  • Communicate updates to all required parties of efficiently and accurately
  • Follow and enforce operational procedures as agreed with the IT Management team, in particular relevant ITIL (e.g. Change Management) and IT security policies and procedures
  • Ensure that operational problems are identified and resolved in a timely manner, and ensure that appropriate status updates are provided to users and IT staff
  • Assist with production of plans, policies, procedures, and technical standards/documentation.
  • Assist in planning and implementing projects to upgrade or replace IT systems
  • Be an escalation point for support staff and redirect as/if required according to agreed service levels
  • Provide guidance and assistance to other colleagues as required to support operational services
  • Support other key initiatives as the business dictates
  • Enhance the reputation of Service Delivery by being credible, precise, keeping your promises and through great stakeholder management
  • Through strong relationships collaborate and triage with internal and external colleagues to resolve ‘cross system/functional’ incidents/problems to resolution
  • Maintain and improve operational standards such as daily checks, operational schedules, housekeeping, monitoring, log/error management and diagnostic capture
  • Maintain strong event, access, incident, problem, change, availability, capacity and risk management techniques and processes, working closely with the wider service management function
  • Collaborate with service delivery, change, release managers to support changes into production reducing any impact and produce RFC documents as part of the Change Control process
  • Troubleshooting, diagnosing, and solving software and application issues
  • Lifting and transporting of moderately heavy objects, such as Tills, Computers, and desktop printers

Work Hours

5 days out of 6, however you will also be part of a shifts rota to cover business hours as required currently (Monday - Friday 8am-6pm) and (Saturday 9am – 5pm ). Travel to other locations will be required.

Other names the role goes by:

2nd Line Support Engineer

Second Line Engineer

Support Analyst

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