Service Support Analyst - 2nd Line - #2176519

Introduction

We’re supporting a fast-moving, high-tech organisation where reliable IT support is critical to keeping teams productive, secure, and connected. This role sits at the heart of the employee experience, making sure day-to-day issues are resolved quickly, VIP users are properly supported, and workplace technology runs smoothly.

Role Overview

• Location: London (On-site)
• Package: Up to £350/day (Contract, 40 hours/week)
• Industry: Advanced technology / computing

What You’ll Be Doing (no more than 5 bullet points)

• Triage and resolve support tickets across email and ITSM tooling, owning issues through to closure and keeping users informed
• Provide hands-on support for laptops, operating systems, collaboration tools, productivity apps, and endpoint security
• Deliver “white glove” support for senior stakeholders and executive users when needed
• Support onboarding/offboarding by coordinating kit readiness, access setup, and local IT requirements
• Maintain local IT operations including stock/inventory, hardware lifecycle tasks, and meeting room / A/V support

Main Skills Needed: (no more than 5 bullet points)

• 3+ years’ experience in 1st/2nd line IT support in a busy, enterprise/global environment
• Strong troubleshooting across Windows/macOS/Linux and modern endpoint tooling (e.g., Intune, JAMF)
• Familiarity with ITSM practices and ticketing platforms (ServiceNow ideally)
• Understanding of identity/access basics (e.g., Azure AD) and core networking fundamentals
• Confident communication style, able to translate technical detail into clear, calm updates for non-technical users

What’s in It for You: (no more than 5 bullet points)

• A visible, customer-facing role with real ownership from intake to resolution
• Exposure to a modern tech environment with strong collaboration across IT, Engineering, Apps, and Security
• Variety across endpoint support, workplace tech, A/V, and service improvement
• Opportunity to support senior stakeholders and build trusted relationships quickly
• A role where good service, pace, and practical problem-solving are genuinely valued

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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