2nd Line Support Analyst

Role: 2nd Line Support Analyst

Location: Cheltenham (on-site during probation, then hybrid)

Salary: Up to £36,000

Benefits: Hybrid working, clear progression, funded certifications, bonus scheme, social events

Our client, a leading digital services organisation, is hiring a 2nd Line Service Desk Analyst to support their growing client base within a fast-paced, MSP-style environment. This role offers the opportunity to join a highly collaborative service desk team and play a key role in delivering high-quality technical support while continuing to develop your own skills.

You’ll act as a key escalation point from 1st line, working on more complex issues while contributing to continuous improvement across the service desk function.

What you’ll do

• Provide 2nd line support across hardware, software, and network environments
• Troubleshoot and resolve escalated tickets efficiently within SLA targets
• Support Microsoft technologies including M365, Windows, and Active Directory
• Assist with builds, configurations, system upgrades, and maintenance
• Work closely with 1st line engineers, mentoring where appropriate and supporting their development

You’ll collaborate with a close-knit service desk team, including senior engineers and leadership, in an environment that values teamwork, accountability, and continuous improvement.

What we’re looking for

• Experience in a 2nd line role, or a strong 1st/2nd line engineer ready to step up
• Good knowledge of Microsoft 365, Windows OS, and Active Directory
• Understanding of networking fundamentals (IP, DNS, DHCP)
• Experience working in a fast-paced or MSP environment (desirable)
• Strong customer service skills and the ability to communicate confidently with users

The ideal candidate will be proactive, motivated to progress, and comfortable working in a busy, high-volume support environment. You’ll enjoy being part of a relaxed, sociable team while maintaining a professional and customer-focused approach.

Why join?

• Hybrid working available after successful probation
• Clear and fast-tracked progression opportunities (including pathways into 3rd line, projects, or other technical areas)
• Funded training and certifications, including Microsoft exams
• Bonus and reward schemes, including performance incentives and profit share
• Regular team socials, events, and a supportive, engaging office culture
• Additional perks including “lunch and learn” sessions, team activities, and office refreshments

This is an excellent opportunity for someone looking to accelerate their IT career within a business that actively invests in its people.

Apply now to take the next step in your support career within a high-performing service desk team.