2nd Line – Escalation Analyst

2^nd Line – Escalation Analyst

Are you an experienced IT Support professional looking to step into a role where you'll take ownership, solve complex technical issues and work in a professional services environment?

We're recruiting for an IT Support Analyst to join a well-established IT team supporting a busy professional services organisation. This is an excellent opportunity for someone who enjoys providing exceptional customer service while acting as an escalation point for more complex technical issues. Working as part of a collaborative team, you'll support a wide range of technologies and play a key role in keeping the business running smoothly.

The Role

• Permanent position


• Hybrid working, alternating one week in the office and one week working from home


• Salary up to £45,000 per annum


• Shift rota covering business hours


• Participation in a monthly on-call rota

Why Apply?

• Join a respected professional services organisation


• Excellent exposure to a broad Microsoft technology environment


• Opportunity to work with modern collaboration and conferencing technologies


• Varied role with a mix of desk-side support, troubleshooting and project involvement


• Hybrid working pattern offering excellent work-life balance


• Competitive salary with additional on-call payments

Key Responsibilities

• Provide second-line technical support to users across the business


• Act as an escalation point for first-line support queries


• Diagnose and resolve issues relating to desktop hardware, laptops and peripherals


• Support Microsoft Windows 11, Microsoft Office and business-critical applications


• Deliver audio and video conferencing support for meetings and events


• Provide onsite IT support for conference rooms and business events


• Manage incidents through to successful resolution, ensuring excellent customer service throughout


• Maintain accurate support documentation and update service management systems


• Participate in the out-of-hours on-call technical support rota

What We're Looking For

• At least two years' experience within an IT Service Desk or IT Support role


• Previous experience working within a law firm or professional services environment is essential


• Strong troubleshooting skills across Windows 11, Microsoft Office, desktop hardware and laptops


• Experience supporting legal sector applications would be highly advantageous


• Excellent customer service and communication skills


• Calm under pressure with a proactive approach to problem solving


• Ability to prioritise workload and manage multiple issues simultaneously


• Flexible and reliable, with willingness to participate in the on-call rota

On-Call Details

• One week on call approximately once per month


• Call-out periods:
  
  
  
  • Monday to Thursday: 18:00 to 23:59
  
  
  • Monday to Friday: 00:00 to 09:00
  
  
  • Friday 18:00 through to Monday 09:00
  
  
  
  

If you're looking for a role where your technical expertise and customer service skills will make a genuine impact, we'd love to hear from you. Apply today to find out more.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds

Due to the high volume of applications, if you haven’t heard from us within 3 working days, please assume your application has been unsuccessful on this occasion.