We’re looking for a Second Line Support Analyst who’s ready to take the next step in their IT career. If you’ve gained solid experience in First Line Support and are eager to tackle more complex challenges, this is your opportunity to grow, contribute, and be part of a collaborative and forward-thinking IT team.
As a Second Line Support Analyst, you’ll be the go-to expert for escalated technical issues, ensuring smooth operation of our IT systems and delivering outstanding service to our users. You’ll play a key role in maintaining high service availability, resolving complex problems, and driving continuous improvement across the IT function.
What You’ll Be Doing:
Incident and Request Management
• Handle incidents and service requests escalated from First Line Support.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
• Escalate unresolved issues to third-line support or specialist teams with clear
documentation.
• Ensure service levels (SLAs) are met for response and resolution times.
Technical Support
• Provide remote and on-site support for end users across the organisation.
• Support core business applications, operating systems, and peripherals.
• Configure and install hardware such as laptops, printers, and other devices.
• Perform software installations, updates, and patch management.
• Full-time, with flexibility to support out-of-hours maintenance or escalations
• Travel between HCR Law offices as required
End User Experience and Communication
• Act as a point of contact for users requiring deeper technical support.
• Communicate technical solutions in a clear, user-friendly manner.• Provide guidance and informal training to users to improve confidence and adoption of
tools.
System and Infrastructure / Server Support
• Support and maintain Active Directory, Exchange/Office 365, and other enterprise
systems.
• Manage user accounts, permissions, and access rights.
• Assist in monitoring system performance and network connectivity.
• Support backup and recovery operations.
Microsoft Platform & Teams Adoption
• Act as a subject matter expert for Microsoft 365 tools, especially Teams, Outlook,
SharePoint, and OneDrive.
• Support Teams lifecycle management including setup, permissions, guest access, and
integrations.
• Promote best practices and drive adoption of Microsoft collaboration tools.
• Identify opportunities to improve digital workflows and user experience.
Customer Service
• Deliver excellent customer service through clear and professional communication.
• Keep users informed of progress and resolution timelines for their incidents or requests.
• Manage expectations effectively and maintain professionalism in all interactions.
Administration and Documentation
• Maintain accurate and detailed records of all support interactions in the service
management system.
• Update and contribute to the IT knowledge base with troubleshooting steps and
solutions from third-line teams, specialist groups, or suppliers.
• Ensure compliance with IT policies, security standards, and data protection regulations.
• Help train First Line Support Analysts by sharing knowledge and best practices.
Teamwork and Continuous Improvement
• Work collaboratively with colleagues across IT to ensure seamless support for end users.
• Share knowledge with the wider team to improve overall service desk capability.
• Identify opportunities to improve processes, reduce repeat incidents, and enhance the
user experience.
• Participate in service reviews and contribute to IT improvement initiatives.
• Apply familiarity with the ITIL framework, including incident, service request, change,
and problem management.