Second Line Support Analyst
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Direct message the job poster from HCR Law
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 Participate in service reviews and contribute to IT improvement initiatives. Apply familiarity with the ITIL framework, including incident, service request, change, and problem management. What You’ll Bring:
- Strong knowledge of Microsoft 365, especially Teams, Outlook, SharePoint, and OneDrive
- Experience supporting Windows 10/11 and Microsoft Endpoint Manager (Intune)
- Excellent troubleshooting and problem‑solving skills
- Clear and professional communication with technical and non‑technical users
- Ability to work independently and collaboratively across teams.
- Familiarity with Power Platform (Power Automate, Power Apps)
- Experience with Azure AD, Exchange Online, and Teams governance
- Understanding of ITIL principles and service management practices
- Degree or equivalent qualification in IT or related field (preferred)
- Full UK driving licence
Benefits of working with us:
- 28 days annual leave (plus public holidays)
- Electric vehicle scheme
- Happy People / Perks at Work benefits portal
- Cycle to Work scheme
Seniority level
Employment type
Job function and Industries
- Information Technology
- Law Practice
Worcester, England, United Kingdom
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